MTN BAD SERVICE

I purchased a home wifi router on the MTN website in January 2025. The unit was being delivered by DSV however the driver requested proof of income, bank statement and my ID, which I submitted to him, he then did a biometric finger prints on his cell phone, my left thumb prints were not reading on his device, so he refused to give me the device, was rude and left with the device. I contacted DSV customer service and was informed the device was returned to MTN. I went to the MTN stores in Green stone and Festival mall and was told they can not help me I must call the customer service number during the week. On 19 February 2025 I went back to the MTN store in Green stone mall and an employee called the customer service and all my details were verified the agent confirmed my payment that was received when I made the purchase. I was told I would receive a full refund of R329 in 3 to 5 working days. I have not yet received my money, so I returned to the MTN store in Green stone mall, the staff were very rude and I was told to contact Hello Peter as they can't not do anything to help me. After letting the staff know that I'm unhappy with the service , one employee called the customer service where the agent again confirmed my payment was received the sale was cancelled on 19 February 2025 but then said I should send proof of payment or they will not refund my money. I asked why must I send proof of payment when they confirmed the payment was received. I was told I mist not tell them how to do their work and they will not refund me of I don't follow their rules. Today is the 6 April 2025 and I still don't have my money. Please help.