Refund long over due

i have had the worst experience with Afrihost for the past 11 days regarding my refund.

i cancelled an order on the 14th of May 2021, on that day i was contacted by the courier company about the collection of the router. which i advised her that i have not received it and cc'd Afrihost who confirmed the router had not been despatched and they have contacted their warehouse to not despatch it.

on the 15th of May they then went on and charged my account with R1246 i then queried with them and they apologised and advised my money will be refunded within 14days. i then followed up with them on the 22nd with regards to my refund and they advised it has been escalated to the manager to process the refund.

on the 25th i received a credit note of only 997 i then queried with them why its not a full credit and when will my money be refunded. i was advised they have deducted 249 for router delivery i forwarded emails received that stated the router was not despatched when i cancelled the order. their warehouse was informed not to despatch the router.

i decided to call them on the 26th to try and sort this a lady helped me and put me on hold for 5mins i cancelled the call again and a guy call temba took the call and i had to tell my story again only to be advised that THE REFUND REQUEST WAS NEVER SENT TO THE ACCOUNTS DEPARTMENT AND I HAVE TO WAIT ANOTHER 2 WEEKS TO GET MY MONEY!!!

i explained to him i have already been waiting for 11 days and he said the problem is with their support team not them the accounts department as a the refund request was never sent. i asked him if i could get the managers number to escalate the issue i was told i must write to the support which never helped me in the 1st place and ask them to escalate to their manager. even though he was trying to help i could tell no one was taking responsibility for this mess and i should just shut up and get the help today as if i was not waiting for 11days already. there is no communication between their accounts, support and warehouse departments.

I'm at wits end and exhausted they are the worst when you are not their customer anymore you cant even say it is the same company i was dealing with when i was placing my order