*****elent upgrade, refund still outstanding

I was **********ly upgraded(from a modem to an iPhone 6 +) by MTN's 3rd party company in Durban. The debit went off on my account an I called MTN. A ***** case was initiated on the 2nd of November up until the refund process was initiated. <br> The refund was approved on the 16th of November and is now sitting with their Billing department whereby they are not releasing the funds as it is awaiting the approval of a supervisor- reference number ***. <br> <br> There have been several escalations that they should process the refund such as the following call references: *** and ***.<br> <br> I was de*****ed and this was understood by all but instead of improving service levels an taking care of the matter no-one is paying any attention to it. Instead, escalations that do not go anywhere are done when I call(on a daily basis). I have spoken to several supervisors. I will definitely not be upgrading my contracts with a company that allows ***** to happen and after investigations have closed, fails to reimburse the customer.