Requesting my refund- They don't know what they are doing

I app**** for a car disc renewal on the 27th of May 2024, i paid and they told me they needed docs which i sent, i waited for like 2 weeks following up for feedback or the progress, no one was getting back to me, no one is answering emails. i then requested a refund which they opened a ticket for it, and the ticket is opened for like a week now still i haven't received it. when i call they tell me how they will escalate to the back office. i am ****ed, i will change my network ,MTN momo doesnt know what they are doing anymore. Can you guys urgently refund my money...This is my reference REQ***.