Bad Service - Must be the company culture as the manager is worse than the staff

Absolute appalling service from 11 call centre agents and 1xSupervisor (Ziyaad Manan) that promised a refund by the 13th February and still by 21st February there is no refund. I have tried several calls, emails and no response. But This service is understandable as they were obviously trained by their manager (Karen van Tonder) that does not take your calls, does not return 5 message I have left for her. I am told she is in a meeting and most be very important because for 24 hours she has been in this meeting. Sunny/Sonnie the Operations manager is also in all meeting. Disgusting service .