Incompetance of agents, delayed refund

Request was done to move Vodacom number to Mtn. Agent at Keywest branch (Kyle) mixed up the digits resulting in no phone and the phone is used for work (which means that i could not earn salary during this period)I raised this as a concern and only then was the mistake identified. The contract was cancelled ... to be reloaded on 29.12.2017. This was ultimately done. What a surprise when i was debited for the contract that i dont have. I raised this on the 29.12.2017 at Keywest branch with the manager directly (Samantha) she advised that the refund will be requested. Regular follow ups were done. Yesterday 15.1.2018 i again raised a concern only to be told that the person who needs to process the refund was on leave .... i mean really!!! The area manager (Johanna) phoned to advise that she will niw approach the billing dept. This is such a disgrace ... i moved my entire family to Mtn only (husband, mother, son) advocating that this is the best service provider ... what a rude awakening :-(