Metro Fibre AGAIN and Their Horrible Customer Service

So after coming onto this platform and expressing my horrible experience with Metro Fibre. I promptly received a call from their finance department. I again explained everything to the consultant explaining that my upgrade was only activated from the 21.11 and not the 14.11.2023 like they had billed me for, I was then advised to hold on as she was processing the refund for those days but cut the call. I haven't received a follow-up call or an email letting me know anything else.

Why is the feedback taking so long?