Appalling Customer Service

I have been with Cell C for 8 years with no issues and I always made sure that I pay my account on time. I recently cancelled one of my contracts since it had expired and there was a cancellation credit due to me. I have called the call centre in the beginning of January 2022 to request for them to refund my credit, few documents like proof of payments were requested from me and I sent the documents to the supp**** email address. On the 27th of January an agent called to confirm that my refund has been processed and I should receive it in 3 working days. Today it’s the 10th of February and I haven’t received my money back. I tried to call the call centre and a rude agent (I can’t remember her name since she mumbled it when introducing herself) answered and informed me that she can’t assist me, I need to go to the store. For the past 8 years, the only time I went to a Cellc store was to just collect my devices but now during a pandemic I need to go to a store? Why is it so hard to get a refund but it was so easy to collect the monthly payments due to you during the duration of our contracts? I’m really glad all my SIM cards with you guys are now prepaid, I’ll just move on to a service provider that knows how to treat their customers