FAILURE TO PROCESS REFUND

I booked a ticket online for a third party and paid for same. Upon arrival by the third party for the trip at Cape Town Station she was told that the ticket was not paid for, which is untrue. She had to buy a new ticket and was told that I can phone the call centre to get a refund. I contacted the call centre and spoke to Nhlantla who informed me that the passenger list was just not updated and that is why the third party was told the ticket was unpaid. After countless (unanswered) calls - the finance department simply do not answer their phones, it just rings - I eventually got through to Anthea Mhlambi who requested proof of payment and my FICA documents to process payment. Despite having submitted all required documents immediately (on 14 May), no refund has been processed and Ms Mhlambi is conveniently not answering emails or her phone. This is beyond unprofessional and bordering on ********.