Clientele Perks

This all started in February I didn't have funds to pay my debicheck for my perks as I am unemployed at the moment so things are a bit tough for me right now however I made a way to get money and made a manual payment on the app. Mind you I received a sms from clientele stating that they have not received my debicheck payment and I can make a manual payment and my perks will be resumed immediately however this has not happened to date. I then contacted their Whatsapp line and explained the situation to them and a agent by the name of Tshepang was handling my query who I feel was very very unhelpful to me up until this day first said the payment went towards January because I didn't pay for January which I explained that I have paid for January and even sent him proof of payment he then goes about saying that the payment will be allocated for march why march because we are in February and that's clearly not what the message said that I received. I then go about leaving the chat and preferred to call in as I was clearly getting nowhere with him. I called in the next day and the lady said she would check this for me but put me on such a long hold that my airtime eventually ran out and this made me even more upset. I contacted the WhatsApp line again the next day and Tshepang offered to cancel the perks and refund the payment to me which was not my first option but seems like I didn't have any other choice so I took the offer. He said the refund would take 2 working days. Fair enough I waited, contacted them Saturday again via WhatsApp line and they said Monday. Monday comes and the lady on the WhatsApp line says it will be processed today so I should receive it within 24 hrs I am already upset enough because now I am waiting more than 48 hours and nothing but I continue to wait up until today and nothing has reached my bank account yet. I contact the WhatsApp line again and Mighty Tshepang says they have escalated the refund and I should receive it today without any apology or remorse to my situation. Well I have heard this one to many times and I am upset so I request to open a complaint he continues to say I have to call the contact centre to open a complaint because they don't do it on the WhatsApp line because the WhatsApp line is only for debichecks????? What evens, that does not make sense. This has been going on since the 06/02 and it is now the 18/02 and I am beyond upset. Your agents could not assist me in one way possible and the only thing they did was cancel the premium as I can see that on the app. All I wanted was for my perks to be resumed and they couldn't do that so I had to cancel the premium and request a refund which I am still waiting for which is beyond upsetting. As stated before I am unemployed and didn't have to pay for this but I made a way to pay for it and this is the thank you that I get from clientele. I have been with them for more than a year and really enjoyed their service however this is total ass they are giving me right now so I request 3 things. I request that my refund be paid into my bank account immediately without further hassle. I request that your agents be given proper training on communication skills, empathy and first call resolution. I request for compensation as I have been waiting long enough for this.