SUN INTERNATIONAL DOESNT WANT TO RETURN MY MONEY

i made 2 bookingw on the sun international website on the 20th of June i then cancelled the other booking the same day as , their policy says if you cancel the booking 48hrs before your arrival you get your full refund, i called sun internal i was told the money would be back in my account after 7 working days, 7 working days passed with no money in my account i called then i was told i should have sent an email which is not stated on their website and when i called the lady just said it will automatically get back in my account so then the email was sent to their payment departmant on 7 July no response 11 July i asked for feedback no response then i called i was told that Ellan the supervisor will release my payment, 13 July asked for feedback again via email no responde i called again i was told that Ellen is on leave but someone else will attend to my refund on the 20th July i sent another email for feedback on my refund and the email was forwaded to Ellan still no response. why am i being ****med by such a big and reputable company? worst part when i call they dont even care they just take me from pillar to post