***** and no refund

So after nine months of *******ly charging me MTN agreed that it was a ***** and refunded the money on my MTN account. Obviously I cannot withdraw the money or use it so I made a request to have the money transferred to my bank account. After one week of no response I went to the store at Canal Walk and made another request for the money to be transferred to my bank account. In the meantime MTN decided to charge me again for that ********** sim card. I went to the same store to only find out that the agent who logged my request the first time wrongly logged it onto someone else's account. So I had to make an additional request for a refund of the money that MTN charged me again and to have the money transferred to my bank account. Till now no response. Can i get an update please: 1-262/ ********** 4 and REF: ********** 125919. Please do not get back to me with some ******* about how to improve MTN but give me an exact solution to my problem and when can I expect my refund. Thanks.