On the 25-10-2023 I phoned and requested for the amount to settle 2 lines

On the 25-10-2023 I phoned and requested for the amount to settle 2 lines. I paid the money same day, but phoned on 26-10-2023 MTN to refund the money for the one line. I received a reference number and was informed that the payment will be done in 2 weeks' time. Refund should have been for ZAR 18,749.71, but only received ZAR 810.00 on 09-11-2023. I logged a call via email the same day as to reason for difference, but was informed that they never received the payment. Yet when I phoned 083135, I was told that they will again logg a request for transfer. I phoned yesterday and was told that the Manager will phone me back. Still waiting. Forward 3 email request and no feedback My statement is showing with a credit amount, but I am not receiving my transfer or update. I feel that MTN is committing ***** to keep my money