Wild Coast Sun disgusting service

Booked in at Wild Coast Sun on the 7th October for 3 nights, due to the extremely terrible service we checked out after the first night. Tried calling the call centre to lodge a complaint as the Duty Manager disappeared they advised it needed to be done online of which I did. a few days later I received a call from Wild Coast saying they will refund me for the 2 nights however due to me making an online booking Head Office needs to do the refund. It is some 2 weeks later and I have not received the refund. Tried emailing the casino and head office with no joy. Please can somebody fast track or provide feedback.