Bad customer service

My name is ofentse Sere had a bad experience with your agents to the point that they could not help me I got a message that I will be refunded the incident number is *** the days passed contacted them again they said an agent from card dispute will contact me regarding my refund the incident number is *** had a bad experience and disappointed with one of the agent called Ntombi Mavuso telling me to wait since the matter has been escalated which is unfair because I log the matter last month waited days for a refund I didn't get so should I wait for another months to get my refund

I want my refund I have been calling it’s gonna approach the second month so it will take a year to get refund