Promises not kept - should have known!

Good day

I received a call from an Escalations agent last week querying about my credit due to me, I was promised the money would reflect in my account by Friday the 6th. Its a week later and no refund processed!!!!!

Today I was called by Sanita/Samichi (not sure if its an AI Bot), but the arrogance and attitude all because I choice my right not to share my ID number on a recorded telephone call. Was attacked and the call abruptly ended, the irony is when I asked for the agents surname I was told its company policy not to share that kind of info - what is more confidential?

Can I engage with someone who knows what is going on and not over promise and under deliver?

Regards