Cell C reimbur*****t issue

So after I put a review in on hellopeter. I was contacted by a representative from Cell c. So as I explain all the information she sent an email for me to respond on with the proof of payment in which this was sent on 11 September 2021. Upon doing a follow up with regards to the reversal the representative asked again for the proof of payment. I sent it in but I did not receive any response afterwards. I just need the debit order amount to be reimburse because I now am sitting with shortfall in my budget because of an *********** company with staff that either don't get assists internally to assist us or they just don't want to assist one. I work in the telecommunication sector and providing feedback to a client prevents any miscommunication and unappreciation of assist from the person who is assisting us but with cell c I just don't know how cell c delivers service when one must struggle with the most important things. Also how can one have two different reference numbers for one problem?.......