SAA - Airlink REFUNDS

I had to cancel my flight due to the fact that I wasn't able to add luggage prior to my flight. Since my work paid for this I needed a receipt to claim the money back from the company. I cancelled the flight the same day. This was 28 May. It's been four months since I've struggled to get a hold of anyone, or I get an email reply; saying - please email this person. Phoning them is a nightmare. The waiting period is at least an hour. My ticket was 12K!