struggle to get refund

Because of internet problem on 31 Dec 2015 it seemed that the EFT to pay for our stay in Karoo National did not go through. As the payment must have been made before midnight on 31 Dec a second EFT was made. Unfortunately both payments went through. Now i am struggling to get a refund from Sanparks. On 8Jan 2016 I was informed that the regund will be made\in due course". No refund was made and the department responsible to executed the transaction - ***- does not answer their phone."""