4 week delay on reversal.

I am writing on behalf of my dad who has been a loyal customer for many years . The following amounts were incorrectly debited from hes account.. On the 28/02/2019 hes account was debited of 276.90 ZAr and on the 30/03/2019 hes account was debited of 3234.07 ZAR. These debits were not authorized by him and there were no SMS or calls to communicate to him that these funds were going to be taken of hes account . I have been calling the MTN customer service line ever since this happened. We were initially notified that these funds were going to be returned within 2 weeks .. which we followed up on every second day , only to be told this past weekend that no refund was located on the system. I called in this morning and was told it needs to be authorized by a different department before the refund can be done . How does it take nearly 4 weeks to get this sorted ? Why was the incorrect information communicated to us? Why wasn't this picked up as a error on your system and reversed immediately? Lastly ..My dad isn't well to do ,which we can gladly provide a statement for showing how much was left once these debits were done. We are now going into Easter with little to no money and do not have any confirmed way forward . My family and I are absolutely disappointed with the service MTN has provided and would not recommend that anyone uses them . We need answers as this is absolutely ridiculous.