I am still waiting for my refund after 2 weeks

I noticed that I am constantly behind on my account, and I have been paying every month. I noticed on my Proof of payments that I have been paying with the wrong reference for 4 months. I sent through the proof of payments and it was confirmed that I will be refunded with R870 within 5 to 7 days, this was on the 1st of October. I phoned the call centre to follow up and the person just informed me that he cant follow up and the person who helped me must do so, he could not transfer me to the agent. After pleading to help me with following up, he sent an email to the agent, which doesnt help as she doesnt even reply to my mails. How can your institution have no means for customers to follow up on money owned to them?? You are very quick to take money, but when you owe a client money they have to go through hell and back to get it out of you! I want my refund!