Refund

I’m not happy with Home Connect, I made a payment on the 26 of Feb as normal, then on the 28, they sent an email that they have cancelled the service, when I call, they said I’m moved to Zoom Flexi, if I made a payment they will refund me… I was surprised, why didn’t they communicate with us about the move, I could have paid Zoom Flexi directly instead of them , now I must send confirmation of banking details, I did last week Thur, 29 of Feb, they told me that they only refund on Thursdays..yesterday I called to follow up, Puleng said she did sent the request last week, she will escalate the matter, she will call me back, she just called me , told me that the confirmation is pdf but it’s a screenshot, they don’t want screenshots, they didn’t say anything for the whole week, no feedback, now I must wait for next week Thur again, I’m not happy with their service.