Terrible service from Cool Ideas/Vumatel Reach

Good day, this is sort of a long story but I will try to keep it as short as possible. We have been a client of Cool Ideas for close to two years and thus far never experienced this kind of problems. Our registration was on my husband's name and he (my husband) sent me an email as notification that they are switching to a new system and the price is increasing (no problem with that) so this is when things went south for me. I work from home and am able to put in a claim to my company to reimburse me, so to keep things simple in order for me to do that, I decided to register in my own name. So their system was that you buy a voucher valid for 28 days get it activated and at the end of your 28 days you buy another one. Because it is a 28 day cycle, I always bought one up so that I don't run out before month end with no money to spare for another voucher. So on Thursday the 18th of February I called in to activate my one up voucher as I was close to the end of my cycle. I spoke to a very nice lady who told me that I had to wait for my current voucher to end before I could do the switch as everything has now changed and the new price is effective. I had no problem with that as I still had two days left and it would only end on the Saturday. I had to request a refund for my one up voucher and buy a new one. Saturday morning I rushed home from a school meeting so that I could get this done and know that everything will be sorted out by Monday morning when I had to work again. Man was I in for a surprise. So I called in, asked for the same person I spoke to on Thursday and no problem. She assisted me but they had problems of their own, which I wasn't aware of at the time. She told me to email *** to log a ticket and they will do the registration and request payment from me and I would be activated. She did that, I received the payment request via payfast and paid immediately. Then after payment I had to finish the process, select my address and I would be activated. Only I got stuck on step 2 of the process because of their technical problem. I logged another ticket to connect and it was eventually resolved on Sunday. I went through the process again, I could link my address this time and went all the way through the process. Yay, happiness!!! A few seconds later I received another payment request and I assumed it was because I went through the whole registration process again and logged another ticket with my confirmation of payment from payfast which I received via email immediately after I had made the payment on Saturday. Then nothing. Monday morning I called in to follow up as I have to work now but nothing, someone else now told me that they have received my ticket and is being looked into but it could take up to 24 to 28 working hours. At this point I started loosing my cool (no pun intended) as I couldn't wait that long. I had done everything required by them and paid immediately even sent them my confirmation of payment. The waiting time is so long on the phone, I had to buy bundle after bundle on my cell phone to be able to find out what was going on to no avail. Initially on Monday morning I also bought airtime to convert to data because I have to work. I called in again later the morning and still nothing, I requested that the team leader give me a call back which she did but still nothing. They couldn't tell me what the problem was but just kept saying that they have escalated my request to Vumatel Reach. Just before five Monday afternoon they called me back to let me know that they know what the problem is and it has been escalated again. So between Saturday and Monday the couldn't tell me what the problem was and then at that time tell me that Vumtel Reach has not received my payment but that is now between Vumatel and fast pay. On Tuesday morning I called in again to follow up and they tell me the same thing, my problem has been escalated but Vumatel still has not located my payment. I exploded with anger and frustration and was in fact very rude on the phone because I was hitting a brick wall. Still nothing has been done to locate my payment which I had made on Saturday afternoon. I demanded to speak to a manager and I was told that that too is logged and a manager will call me back. It is now 10:30 pm Tuesday and I am still waiting on this manager to call me back. So my fight will continue in the morning. My refund also has not been processed as yet. This was so unnecessary as I made provision so that I would not have a break in service. No refund yet and had to pay again with money that I don't even have a week before payday. I demanded that they pay me back for all the costs I had to incur having to buy airtime and data and be on hold on their calls for up to 30 minutes at a time. I was told that I can include this with my refund claim which I am absolutely going to do.