I am very disappointed with Home Connect after I became so patient and gave them time however ever since I spoke to Sanele Ndlovu, who promised to do a follow-up but hasn't done that at all

I am very disappointed with Home Connect after I became so patient and gave them time however ever since I spoke to Sanele Ndlovu, who promised to do a follow-up but hasn't done that at all. Home Connect needs to understand that we have families to feed so I just can't let go of R789.99. I made the payment directly to them, there is no 3rd party but they just wanna drag this and I have to call all the time for an update. The last time I called I was assisted by an agent named Thato. She was so rude and didn't even wanna hear what I had to say. I just need my money back... they've asked me to send proof of payment and proof of account which I did and they did say that they can see the payment so why can't they just send me my money I honestly don't wanna escalate this. I just need my money, it's been a month now 😡😡😡😡😡