Disgusting Customer Service

Hi, on the 16th August 2023 i requested a refund and the agent who assisted me promised have it with in 7 to 14 days to my surprise today when i requested feedback i was told my refund was never processed mean i have to wait under 14 days for payment of which am not willing to wait. The agent on the 16th August 2023 she told me they dont give reference numbers however the agent (Noko Kgano) from today gave me a reference number ***-i43 for the escalation. Please note am not willing to wait another 14 days for a mere R699