No refund recieved

I am appalled at the service received from Afrihost. On the 1st of September i requested Afrihost to install fibre as i had an existing line at the property and this information was confirmed prior however they could not install it as there were no space to complete the installation they then had to cancel the order and refund the money, its been a whole month and after numerous calls, chats and complaints nothing was resolved no feedback after logging the complaint its utterly disgusting.