Pending refund

My name is Boitumelo Ramaboea.contact number ***6. I have been trying to upgrade my package deal.but I was told that it will not be activated until I make payment which was for 3 consistent days. I ended up paying R990 and I just wanted R390 package. I did email to quiry it and they responded with requirements but never came to me. It has been weeks now. I am still waiting.