STA Travel Bloemfontein -Refuses to Refund!

I am disappointed and unhappy with the service I received from STA Travel in Bleomfontein, South Africa. Pieter Klassen and Anne Haasbroek are refusing to give me a refund on my cancelled trip after Pieter clearly stated in his email that I was eligible for a cash refund. I am disappointed in the STA Travel team and unhappy with the fact that they're refusing to refund me!!