African Safari Club, M.S. Da Vinci Review

Booked a Nile cruise with lastminute.com to propose to my girlfriend. Turned out that African Safari Club were the tour operators. Customer service was fine when they were taking my payments but when I had not received confirmation and called up later to inquire why, the call handler was quite unhelpful and rude. They finally got me the necessary documents but then the trip was cancelled due to the Iceland volcano erupting (no fault of ASC!) We called up to find out what was happening and were told we would be entitled to a full refund which we were extremely relieved to hear. 2 weeks later and after 3 calls and an e-mail we have still not received anything from the company. Each time we call them the customer service reps GUARANTEE very convincingly that they don't know why it hasn't yet been processed and that they will personally pass it to their accounts team and make sure the refund is processed. So far nothing! Will update if situation changes.