Refund not received

I traded in a cellphone at Cell C Tygervalley (the upstairs store) on 5 October 2017.

I was given a voucher card, for the value of R394. When I wanted to use the card, there was no funds available. I went back to the store on 6 Oct and was told it takes 24-48 hrs for the funds to reflect.

I checked the card's balance daily until 9 Oct and still no funds available. I went back to the store and was told they will enquire with the 3rd party company, Redeem, and get back to me. I was given the number of a Redeem employee who i contacted and he tried to assist me as far as he could. On 12 Oct he advised me to go back to the store to enquire.

I went back to the store on 13 Oct and was told they will keep the card and get the credit loaded on Saturday 14 Oct (as the Redeem employee would then be in-store).

I received an sms on 16/17 Oct confirming that a refund was loaded. I went back to the store AGAIN to collect the card. AGAIN, there was no funds on the card.

I went back to the store on 20 Oct and gave the card back. I requested that the credit rather gets loaded to my account, as i was given this option previously, and getting the card sorted out was such an issue. The person who assisted me said that he would enquire with the Refunds manager and get back to me by Monday 23 Oct.

It is now the 27th of October, and I have had to phone the store numerous times to follow-up and get feedback. And every time I am told that the one person will follow up with the other person involved. It has now been 3 weeks from when I did the trade in, and I have not received my credit from Cell C. I have been into the store more than 5 times, had to phone numerous times and still nothing.

I explained to the store manager, that this is unacceptable and that I expect to be reimbursed for my time and inconvenience. This is still under discussion and I have not yet received any reimbur*****t either.

I have never had any problems with Cell C before, but THIS IS UNACCEPTABLE CUSTOMER SERVICE AND I DON'T KNOW WHAT ELSE TO DO TO GET THIS SORTED?!