Sanparks refuses to return query

On the 23rd of March I renewed my SANParks Wildcards subscription the very next day I wanted to change it to a family card instead of a couples card but according to SANParks procedure I first had to take out another subscription before my initial monies could be refunded(must be against the consumer act to pay double). I refused asking for a refund and then I will re-apply SANParks agreed asked me for my data which I duly forwarded since then 23 March that is I haven't heard from them even though I sent follow up e-mails and made telephone calls which get transferred to people not at work or not able to help. I don't know anymore what to do.