Bad customer service and refund

This is the ****tiest company to have ever happened in SA and happy that Netflix is giving them a run for their money. They debited my account in Oct unauthorized, i called them same day to ask for a refund and was told to send proof of payment, bank account to refund, copy of ID. Which was sent after going back and forth for the whole month of November because no one knows what they are doing. I had to sit with a lady on the 28th of Nov to make sure that all the documents were in order. She then told me that the refund will be effected by the 17th of December. Again this useless company did not do as promised. I then called again yesterday spoke to Zukhanye who poured petrol to this situation by stating that the documents are missing 🤬.. I then requested to speak to a manager and she brought her friend Zola myengane 🤬🤬🤬 who is in the same level as her. I then flipped as she was not interested in helping me. I then shat zola out and spoke to Yonela who mysteriously found the paperwork. She then "escalated " the matter and still no feedback. I dont have my refund and would like to lay a formal complaint against Zukhanye and Zola for poor customer service. I also want mt ****** refund