COMPLAINT ABOUT A REFUND FOR MRS. MHLAULI

On the 22 April 2020 I received a call from HOTEL EXPRESS INTERNATIONAL from a lady from sales by the name of Pamela(Poppie) and she told me I was the chosen one to recieve a card extension from Jan 2021 to Sep 2021. When I asked her if they will deduct money from my account she said " remember you are the chosen one". The next thing R2690 was taken from my account without me knowing it and my permission. I asked for my refund and Pamela from customer care promised that the company will refund me. I filled all the paperwork for my refund and sent it to them. When I called today (5May 2020) to ask about my refund Pamela from Customer care told me that I will only get the money after 10 weeks. I asked her how am I gonna survive because 10 weeks is like three months she said that's policy. Kindly assist as I need this money so i can survive this month.