I have no where else to go

I've signed up for a Cell C services and made payment, but now my circumstances have changed and was not able to upload the needed documents. I've tried many times to contact Cell C to have my funds returned to me, but still got no help. I tried contacting them at ********** and communicated with Mbali, who asked for my ID number, and that was in Jan 25, till this day I heard nothing. I sent another email with my ID number on the subject line requesting for the refund yesterday, on the 20th of February, but still heard nothing from Cell C.

For such a big reputable company to act like this really raises suspicions. Can somebody please help refund my money