Bad service from departments for refund

We booked a Thailand package from Durban to Thailand for our honeymoon. We took the bed and breakfast option with the Deevana Patong Resort and Spa. We requested a refund on the breakfast the 3rd of July already as we have been paying for our breakfast elsewhere (which was obviously NOT in our budget). We are STILL waiting for STA to get back to us as we are not able to eat any of the food as it is NOT halal.

We also requested a flight home AS SOON AS POSSIBLE because here are rats on the resort and what freaked us out the most was seeing a snake on the resort. The customer service team did not even respond to our online complaint since the 3rd of July. There is no other point of contact besides with our agent who is also waiting for other people or departments to get back to him. Our honeymoon has been VERY unpleasant at this place and there is nothing else that we can do. We need a flight home but we are not being cooperated with.