Desperate for assistance

It's very sad when you have to come on platforms for assistance! I had a home Wi-Fi which is debited in advance monthly due to be unsatisfied with the connection I returned the router and was due for a refund. Cancellation was done on 25th September. I was then advised to provide FICA documents as well as a bank statement, which was provided- reference numbers were issued it went back and forth back and forth until eventually the refund would take 3-5 working days. NO REFUND to date. Moving forward I then called in on Monday 20th (a consultant then advised the refund had been processed on 08.10.2025, still no funds I was advised to send a bank statement which was done on the same day) I requested a proof of payment showing I was refunded I was told it can't be sent out.

I am still waiting for any form of feedback I have been emailed NONstop and its radio silence. Calls and recorded for what? Emails and sent back and forth with no direction, We work hard for our money, and we trust services to uphold there promises.

May I please be assisted.