Delayed Refund in January

In December 2017 Mtn debited over R400. Thereafter they debited R700+. So I call them on 31st December to query this and the representative tells me that the R400 was a credit note and asks me if I'd like it refunded. Naturally, since it's almost January, longest month ever and needing the money I say yes. She tells me it will take about 7 working days to get the money back. I get an Sms Saying that payment details were updated, nothing about a reference number. 9 working days later, still no refund so I call back. The representative tells me a bunch of things - no records of My last call - no refund was done - their process is to confirm the credit note 1st then refund - no supervisors available, I must call back

She just does not listen to the fact that I WAS ALREADY PROMISED MY REFUND. Just keeps pushing process down my throat. Does not listen when I ask her to review their call records for a call I made on the 31 Dec. So I message MTN on their Facebook page a week ago asking for a manager. I have only received 1 message back asking for my security answer. Nothing else.