Cell c always delayed sorting accounts

I've complained before regarding my accounts, whereby cell c has deducted an amount, and when they did get back to me, it was not the service I hoped for, they can't seem to give me a clear indication on why that amount was deducted twice, I have been contacted and I've given them all my documents 2 months ago, I've even sent it to the escalation department they sent an email saying that the money will be refunded but its been 1 month and still no action has been taken, then someone from cell c informed me to email another person my documents and that guy told me it will be taken care off in a couple of working days and I waited but nothing was happening so I sent an email asking him to phone me and he did when I asked him, what's going on with my documents, he tells me that my documents are still at the financial department, I recently saw a lady who posted a comment saying that she got her refund within 2 days, and I'm waiting over 3 months for cell c to do something but nothing has been done so far and it's very disappointing.