Fed up with MTN Branch Heidedal

I have had the worst service here..... Have upgraded about 10 months ago for something I never got mind you,I was informed that they were out of stock,two months after my upgrade,so I had to return my LTE router,which I did,and was told that I should choose another upgrade,but before I can upgrade she should cancel my previous upgrade and credit me back my money for those two months and that it would take two weeks,well it's been 10 months now and this lady keeps telling me it's out of her hands,and that she cannot do anything about it,now she is avoiding my phone calls running away when she sees me coming to talk about the contract problem,and when I do see her she is rude,I was a very happy customer with MTN but this Johanette lady is giving me second thoughts,she is giving MTN a bad name,I mean it doesn't take 10 months to do credit on a contract that was paid for 2 months,now its been 10 months,and she still says it's out of her hands..... How shocking,if you just do your job it won't be out of your hands and you will have an answer for me,even after 10 months you would have gotten a answer,if you did your job from day one it would have been sorted out by now... I am fed up with her and her excuses