Travelstart does not honour requests for refund: they let the ticket elapse

My previous complaints about Travelstart refer. I was obliged to cancel a trip and app**** for a refund from Travelstart. No reply was received for a period of 6 weeks, and then several days after the flight date, a letter arrived from "Kranthi" saying: 'We apologize for the delay in responding to you and the inconvenience this may have caused. Kindly note that as we see that you have already flown on the ticket no refund will be due as per the Airlines policy. Please do not hesitate to contact us should you have any further queries.' This is the second occasion this has happened (the first for over R7000), and can only be averted by searching out their offices, and standing there repeating your request until you get action. I would argue that it is company policy to reduce their admin by letting the request for a refund elapse. The timing in both instances suggested this. Please do not support this company as their practice verges on dishonesty.