Almost 3 weeks and no refund

I made a booking on 26 April and my card was debited but no booking was made. I wrote to Ster Kinekor on the same day with all the info they required for a refund and haven't heard from them since. I called yesterday and today after aalmost 14 days, and still haven't had any concrete response even after asking that I be called back. Today I asked for a supervisor; was told she was in a meeting, and it's now hours later and still no call from Ster Kinekor. Was given her name by the agent and asked that she call me but still nothing.

I realise this may be the only way Ster Kinekor will contact me. Still no refund after 14 days almost. It's now moving into the 3Rd week and it looks like they're not willing to call or resolve this.