Bad Call Center experience

I have recently traded in my car for another, and the dealer settled my account with MFC. The settlement was only processed on the 28 of April, and this inevitably resulted in another installment being taken from my account. I contacted with their contact center and spoke to a lady by the name of Babalwa to inquire about refunding the installment. I was then told that a request of this nature was logged after receiving an email from me the previous day but that a refund would take up to a mamoth 14 days to be actioned . This does not sit well with me, and I started asking how that it is possible for something as simple as a refund to take so long, and I asked for an explanation or reasoning around this. After some back and forth, the lady simply asked me to hold the line in order to speak to her supervisor - and after holding the line for no less than 15 minutes I ended the call without speaking to neither her nor her supervisor. I would not normally go to these lengths to air my dismay, but I found that behavior to be rude and an absolute disregard for client service. I sent a follow up email to their care email address, to ask that they contact me to conclude our conversation, and I have not yet received any communication from them in this regard. I would like to give more information - like including a reference number for that call center call - but I was not going to hold on for a second longer. I am not amused and I thought that other consumers would benefit from reading about my experience.