Awaiting refund for the past 5 months

I upgraded my MTN contract after numerous calls and messages received with special offers. This was done 28 November 2018, I was promised the device after 2 weeks as they were out of stock. I called to follow up after week 3 and was told that the courier service had been hijacked and authorization was required to send a new device, needless to say I received the device 7 February 2019 after I called to cancel. I was then promised to have the device fee refunded for 2 months. After numerous follow up calls they are still awaiting approval for the request that was logged end Jan 2019. MTN, when will you be giving me feedback?