Outstanding refund

Called to follow up on refund logged 30th Oct (Luyanda Mjana) and got hold of ( Siyagudumisa Damana ) he couldn’t see the refund request, 2nd now the refund amount is different, 3rd I need to go thru the process of sending POP, 4th he could connect to a TL or even give TL details… worse service!!! Still not resolved…!!