Poor service ...

After endless calls being cut after waiting in the queuing system, I got through twice last week. I was promised (calls recorded by DirectAxis) that the incorrect debit on my account will be refunded on 22 December by Zimbahlezela, only to learn on 23 December from Stephen that it was not processed and will be done to reflect on 24 December in my account. Requested a reference number but was informed calls are recorded. NO REFUND TO DATE. Now I cannot get through as calls still be cut after awaiting for agents to answer on customer care and direct lines given. Sent an email to customer complaints as well and no response to date.