Sharaf DG review: Interest incurred due to failure of SharafDG converting payment to Flexipay

I have submitted a complaint before regarding a situation where SharafDG failed to convert a purchase to Flexipay and it took me months of callings and emails for it to be finally have the payment refunded and converted and now I am waiting on the interest that has incurred on my credit card for that 6 months. I have mailed many times regarding this matter and I was in touch with someone who eventually stopped responding to my calls and emails now. I did get calls back before and it was of no updates. I have been waiting patiently for updates regarding the interest but I'm told that my matter has been accelerated to the higher management and she is waiting for a response.
I do not understand what is the response I am to wait for as SharafDG has told me they would be responsible for the interest incurred as the fault lay on SharafDG failing to convert my payment to Flexipay when I had opted for it during the payment. I am stuck with the interest incurred for the 6 months now. I have not gotten a reply from the person who was in touch with me since the start of this year. I have been checking my bank statements for the refund every month but no refund has