still waiting for a refund - service not provided!!

I initially thought that this company was really great, I recently booked tickets to Taiwan through them and the intial process was flawless, then I had to change my flight details which als went reasonably smoothly, however thats where the service ended. I pre booked and paid and extra R 5 938.28 for seats with extra leg room, but this was never booked with the airline meaning that I had to just take what ever was available at check in, and I was out of pocket for a service I never received.

I have since asked for a refund which I was assured would be done, but a month later I am still waiting!!

THis is unacceptable!!