Sanparks refuse to respond

I have always loved going to the Kruger park and always experienced amazing service from sanparks, however, this year has been a whole different story. We have been attempting from May to have anyone from the reservations or finance department speak to us regarding a refund. Emails go unanswered and the call center simply says you have to call finance, but that call gets directly transferred to the reservations department. Sanparks owes us in the region of R13000 from two bookings, one canceled and rebooked with no credit and the second canceled by sanparks themselves. This is leaving a very sour taste in my mouth. I understand Covid-19 has made everything crazy, but, 10 days with no response to an email(never mind the initial emails sent in May!) is completely unacceptable from a company in the tourism industry.