No feedback yet from Hollywood bets and its been 14 days since query has been logged!!

On the 31st December, A bet was taken with Hollywood bets account number ****3554. I took a exacta banker for R500 and According to the payout it was supposed to be R15.80 times 500 which was supposed to pay out to R7900 but instead they the bet cleared at R1316.75. Yesterday I called at 12:44 and spoke to Nondumiso and her response was she will escalate to the relevant department to re calculate the bet and gave a reference number (**********9) and said this will take 24 hours for the query to be rectified. I waited 24 hours, and I had to call him regarding feedback. The first person I spoke to asked for my details , I didn't get his name because he didn't disclose it. He told me to hold the line then cut the call 5 minutes later. I then called again and spoke to Nokuleko Makuleka and she asked for my details, checked on the query and I had to explain everything again, and as I was talking to her as well she cut the call. As a Customer I logged a query, needed help with a bet they mis calculated is completely wrong. It's my money that I won and it's only fair that they pay out correctly and stop making me wait and using my airtime to run after them. Ticket number - **********359628

This query was logged on the 31st of December with Hollywoodbets and with Hellopeter on the 1st of January and up until today I haven't received feedback from them. Everytime that I call I speak to different people and there's been no help, all they tell me is that they can't get a hold of that department. Today when I called them , Empendolo had told me that they cannot find the ticket and when I checked on my account it's been Removed but luckily I have a screenshot as proof. Please can you guys assist me in getting my query resolved because Hollywood bets have been no help at all!!