Refund

I logged a query with ref *** on the 26/03/2015. i later received a call on the same day from an agent who was confirming if i was assisted with my query, i told her that i was assisted the call was logged and i am only waiting for my refund. I called again on Monday 30/03/2015 to follow up on the query. I spoke to Nqobile then, who excels in bad attitude and arrogance towards the customers. She told me that the status of the query shows that it was resolved on the 26/03/2015. I told her that that query cannot be resolved because i haven't received my refund, that's when she started with her arrogant attitude and telling me that i don't know their internal processes so i can't tell her how Cell C works. She claimed that i shall receive my refund between the 1st and 2nd April. I called again today and the agent i spoke to had to re-escalate the issue again with new ref *** because it was not resolved. Cell C needs to train their agents on their processes because it shows that some of them really don't know how the company work for works. They also need to teach this Nqobile woman respect on how to treat customers.