Cell C Ducking Refund ?

I received a cell phone from Cell C and found that I was not happy with the specs and returned the package unopened the following day. I received a case number from the agent I spoke to but Cell C has been charging me for the cell phone for the contract term. I called them for a refund numerous times since December 2024 and finally got feedback in January 2025. A case was logged on the 16th January and I was informed the refund would be processed within 14 working days. 14 days and a week later for some odd reason between the 8 calls I made they either get cut off after speaking to an agent or the menu just keeps repeating even after selecting 9 to speak to an agent.