I was robed by Travelstart. They promise to refund me after I was charged for language

I booked a flight on the 15/08/2017from Johannesburg to Durban, it was a return ticket. Yhey dedicated money for language . I then wrote an email to them explaining that I didn't have language .on the 18th I got an email from Ferial Stemmed saying my baggage will be refunded around 24-48hours. On the 23rd I wrote to them asking abut my refund, Loretta sent me an email asking about my booking reference, I gave her,on the 31st I wrote again Stacey asked for my reference again. On the 2nd September I got an email without anyones name saying my refund was processed through. After that I was told to contact my bank,I asked for proof of payment, then I was told the airline must refund me.I haven't receive that money upper to now.my booking reference isZA ********** 5.cell ********** 376 .regards KS Mkhize