No refund for cancelled show

I booked online for a show at The Grove only to get there and find out it had been cancelled as a result of load shedding. Staff provided the ticketline number which I could call to obtain a refund, which I called, providing the reference number as well as my credit card number, following which I was informed I would receive my refund in 5 - 7 days. It has since been over two weeks and I have yet to receive any refund. This is unacceptable and I expect this to be corrected urgently.