Horrible customer service

I have been waiting for my refund as I missed a flight as a result of STA's supplier not arriving on time to take me to the airport. When I contacted the store, firstly no one responded to my emails. I had to send friends and family to plead on my behalf. A friend of mine had to whatsapp their responses to me. A woman by the name of Zoey in the Cavendish store told my friend that there was no use of responding to me until everything was sorted, of which they never did. A simple acknowledgement of my emails would have calmed me down. I did not get a single response from this branch. Even though I confirmed my booking with the manager, Unknown to me at the time, I was emailing back and forth with the store manager: Crystal Ann Meyer. I eventually found an email address for their global help desk who confirmed that I would have to purchase new tickets and the Cavendish branch are mandated to refund me back once I am in the country. I have since been back in SA for over a 2 weeks period and Tarna Adams Is still apparently investigating. I have been shown policies about scopes of investigations. I have asked repeatedly what the processes are and have had no responses just repeatedly being told to be patient. All they are trying to do now is place blame on me as the customer and finding ways to not pay me out. I have also repeatedly asked that the Regional manager contacts me...still waiting!