Did not receive refund

We flights booked for December. We then had a death in the family and our travel plans changed as such. We requested a refund over 6 weeks ago and until now we are only being told that Travel Start awaits feedback from Flysafair. Initially the communication stated that the refund would be processed within 6 weeks.

The official case and reference number is always being closed by travelstart stating that feedback has been provided. Guys, we live in a practical world. The case may be closed once the refund is received. Please dont close cases to manage to ticketing system and allow manages to get big bonuses.