Disgusting service from Sun International Advanced Payments

Worst experience ever. I made a deposit for Sun City but had to cancel it due to work commitments. I requested a refund & had to send a whole ton of documents. They rep**** to me on the 12th October saying that it will take 3 weeks for payment to be made. I called Lerato from Advanced Payments on Monday 2nd November to ask her what’s going on. She said she will email Sun City & cc me on the email which she didn’t do so I don’t know if she sent the email in the first place or she just told me that to brush me off. Trying to get through anyone there is very difficult. I haven’t heard from her since. I even sent her an email yesterday but it wasn’t even read. I need my Refund Urgently