Bad customer experience :(

I was with MTN for almost 10 years now and on my last upgrade i was given a router that was not working and that has resulted me in cancelling my contract because i was paying for no services, now i have credit on my account but everyday when i call to follow up i get new stories. can i be refunded please.

The last consultant i spoke to was Hlengiwe Ntuli and she didnt help me. Last week i spoke to Jabu Dube from billing and she advised that i need to send my Nedbank statement for her to process my refund, till to date im still waiting for my refund. Can anyone please help me :(