Money Deducted More then the agreement

It is 5 days since i been told to request for a refund on *** I have done numerous emails to follow up and no response, Several phone calls attempts to the customer care to check the progress of the refund either im put on mute and the entire call center back ground i can listen to for 15min with not attending to me on the other side. I Managed to recall the the call center and i been advised from the time i sent the email on Monday it takes 72hrs for the refund and the 72hrs has exceeded its time with nothing. I have loaded R200 airtime with unescapable service from this call center. I would appreciate when i do get called back that i get a solution to my compliant.