2 weeks and no refund

I booked in at the Tsogo Sun Garden court south beach from the 4th to the 8th of Jan. I did an internet transfer for the full amount on the 30th Dec. on the 31st of Dec I had a family emergency and contacted Derrick who gladly assisted me and via emailed confirmed that I will get full refund once I return the completed refund form. I completed the form and sent it off to Derrick on the 4th Jan. I had no confirmation that the form has been received and the refund is bee processed. I had to follow up on the 6th and only then did Derrick confirm that the refund is been processed. he did confirm it will take 7 days. I had no comm thereafter. I had to follow up with him again and he said they are processing it. Till today, I have had no other comm or even received the refund as yet. When am I going to get my refund??????