Refund payment

Hi I am extremely disappointed with Hyper Vuma's customer service. I made a payment on 1 May and was informed that my refund would take 14 days to process. I was also instructed by your agents to send proof of payment and a bank statement via email, which I did. What is frustrating is that customers are expected to suffer because of incorrect information provided by both the self-service platform and customer service agents. Today, I called to follow up because my query had already been resolved, yet I still have not received my refund. Instead of assistance, I was told to send another email. My question is: What is the purpose of having customer service and a self-service platform if customers are still unable to get efficient assistance? I am posting this complaint here because I have been given the runaround for weeks. There is little to no follow-up on escalations, and customers are left chasing updates themselves.