No Refund for over 5 months

I sent a complaint on the 26 Aug about my refund not being processed for a double payment I made in May. Vuma responded on the 28 Aug saying they will escalate my issue to finance. It is the 28 October and my connection still gets cut off but they have my money. This is unacceptable it’s either you refund me or cover the next month. You cannot sit with a clients money for so long and do nothing about it. This is such horrible service and there is no assistance even from your WhatsApp chats.