Non payment of refund

I did my visa booking online and as per the website paid the visa and booking fees via EFT for each person applying for a visa using the relevant passport information. After waiting 3 hours in the queue at the VFS office despite having an appointment for 2pm. the agent, Grace, advised that for Greece payment cannot be made via EFT and that we need to pay her now using our credit card and that we would be refunded. I did this. The date was 10 April. It is now 7 May and to date I have not been able to get my refund paid (I have already received the passports back with our approved visas). I have emailed Grace directly 3 times as well as on the VFS email address that is on the website. No response from either of these contacts. I have phoned the VFS Greece visa number multiple times, held on for 15 minutes at a time after which they cut my call and say goodbye, spoken to Charlene who promised to come back to me but did not. Please can someone come back to me and help resolve this problem.