Waiting for refund

Due to COVID 19 travel restrictions, we had to cancel our trip to Durban. I canceled my booking on the 2nd of July and requested a refund. On the 9th of July, I was asked to send proof of my banking details and completed a refund form. I was told that it will take 14 working days for my refund to be processed. 14 days have passed and I am still waiting for my refund. I have been calling, emailing but have had no response.