Ignoring small refunds due makes a nice profit for Cell C

On 16 November an email from Cell C confirmed that I would receive a refund due to me within 7 to 10 working days. I am still waiting.... Emails are unanswered and calls to the call centre have told me firstly that the matter has been escalated and then that I had already been contacted by email and phone. I don't doubt that an email was sent on 26 November but it has not yet arrived in my Inbox or Spam folder. And if a call goes unanswered once don't you try again or leave a voice message? Finally on 18 December I was told that I would be called back as soon as the person dealing with it was out of a meeting. It must be a very long meeting! She hasn't contacted me yet in spite of me leaving an alternative number as well as the one the refund is connected to. The amount is small - R69 - but one can't help wondering if this is a deliberate ploy by Cell C. A few million customers all owed small amounts who can't be bothered to follow up with endless calls and emails over many weeks and months makes a nice few million rand for the company!