Very Poor Service by such a well known Business

I am deeply disappointed in the service I have been receiving from Safarinow. I have been waiting for a refund since July 2020. The Lodge gave clear instructions that I should be fully refunded, my bank details were submitted to a lady at Safarinow on several occasions. I have been following up numerous times and get no answers. I still receive weekly promotional e-mails from them, yet no response on my refund. This is extremely disappointing.