Emirates refund - still waiting

[Kelstarama]

Hi,

I arranged a trip earlier this year for a group of friends. One had to overnight in Dubai on her way home due to an Emirates schedule change but they stuffed up her accommodation booking. Ground staff assisted her in finding a hotel which she had to pay for due to their error. We received confirmation in writing a month ago that she will be refunded and they asked for her bank account details. She provided those and has heard nothing further, despite two follow-up emails. She has also tried calling and had no success with that either.

Does anyone out there have any suggestions about what we can try next? Any advice will be appreciated.

Thanks,
Kellie