Refund unsettled

We booked a game drive with Zebula for 12 people and on the 8th March explained that we are cancelling 1 person and request a refund as she wont make it anymore. 2 weeks later we are still fighting to get our R380 back and no one is assisting us. How can such a big company treats their guests like this I'm highly disappointed in them and all we want is our refund as soon as in yesterday.