Appalling experience with Cell C

My wife recently made in error a payment to my old Cell C account. This was immediately reported and Cell C requested a POP and her banking details and gave a 7 day refund period after it was submitted. I could only submit it about a week later as she was hospitalised during that period. After submission Cell C acknowledged receipt of the documents (although I had to re-submit these as well as her bank statement that was suddenly requested, last week), escalated it, promised a 7 day period for the refund and gave me a (2nd) reference no. It is now beyond 3 weeks and no-one, from the person who received the doc`s, customer care, Head of communications or even the local shops is reacting to the problem. In fact the local shop told me today that Cell C even put the phone down in their ears. The company just seems to not care that this is much needed money. I think it is a total disgrace how this company treats people. Below the confirmation e-mail (one of many e-mails send and received) which I copied (This was 2019-05-07 at 07:55) :

Morning My apologies for the delay I was off sick for I have only returned back to work today Your documents have been forwarded to the billing team for assistance with the refund. Regards Sipho