What Customer Service?

My mom was double debited last year (20/11/2021) when booking a flight with Kulula.

She has been waiting ever since then to be refunded with no communication. Now, I must add, I did have a personal issue as well and I was refunded so thank you Travel start for quickly rectifying my problem. My Question is, however, why should it get to a point where I have to complain on Hello Peter to get what rightfully belongs to us?

Your Customer service really needs to improve honestly.