No refund

I have never received such a useless and pathetic service like this before. Moja prepaid is unprofessional and know nothing about customer service. On the 27th of February we paid for the fibre, only to find out the it’s not working we then communicated with them to let them know until we couldn’t take it anymore. We then asked for a refund they said the refund takes 14 days it’s 20 days later and we still haven’t received our refund. They don’t answer us anymore. I wouldn’t recommend anyone to join this useless connection