Complaint on SLA times and no refund received

I have purchases a movie on the black application offered to cell c customers. I have not been able to view the movie and my money was debited. I have queried this since October. A manager by the name of Zakkiya advised she would call me back and advise on my query and to date nothing has been received and when ask to escalate this. I receive the standard answer from the black support team. No refund of monies been returned and no phone call. Cell c customer centre just says they forwarded to the black support team to review each time. To date funds have not been refunded and movie unavailable still. Absolute horrible experience.