STA Travel Kloof Street not honoring customer terms and conditions

Friends and I booked a trip to Bali in August and requested to cancel it last week and opted for the full refund option. The consultant said in order to process the refund he needs our ID numbers and banking details. This was provided to them and we agreed that we will wait 60 days for our money but atleast we get it and we cancelled more than 21 days prior to our departure date and after the 30 June which is aligned with their terms and conditions. STA Kloof Street is not honoring our refund due to a change that occurred after the 24 April which is *****ing from their consumer and telling us to submit customer feedback that only gets responded to in 21 days. All businesses are impacted by the virus but we are cancelling 4 months in advance and all flight and accommodation allows 100% refund, they are ripping us off and going against terms and conditions. We have email proof of when we submitted our cancellations and the delay in communication is on their end. Do not book with them they do not go our terms and conditions