SanParks simply ignores and refuses to refund

On the 15th of November, I made a payment to SanParks. However, the payment did not go through and my reservation got cancelled. I made a new reservation and received a deposit letter from SanParks (New payment due on the 14th of December 2017)

One week later, the payment I made in the 15th of November was still floating in my Pending Transactions. I contacted FNB, and was told that the payment was not yet reversed from SanParks' side.. I requested a letter from SanParks on several occasions to declare that the payment was in fact reversed...

As of the 5th of December, after numerous phone calls, still absolutely nothing has been done.. Its the same story all over.. Its nearly impossible to get through to someone, simply because the calls and not being answered, or calls are being dropped. The Finance Department just keeps on telling me that they have requested the letter from the IT Administrative Department, however, nothing seems to be happening..