REFUND OF SUN RANDS

I made a reservation a few weeks ago which i then cancelled on the 2/02/2015. I wanted to redeem my sun rands for the stay , which is R843.00 , When i cancelled the reservation i received a comfirmation for the cancellation and the amount to be refunded to me. I called central reservation to query as to why the sun rands have not been refunded and they said it has to be escalated to a different department , 2 weeks later (13/02/2015) i called again because the sun rands have still not been refunded.