Poor service

I have been a loyal customer of MTN for 22 years last year November I app**** for internet Router and I had to pay R298 before delivery, after the payment the application was declined I then ask for a refund I was instructed to email the proof of payment I did that, from Monday 8 July been calling 083 135/***,it's either I'll be transferred from one department to the other or the call will be rudely disconnect, credit department and all the department in MTN are unable to assist me. Today I call again the is someone using mtn numbers pretending to be me is contacting people pretending to be me I call mtn for assistance with a person using their number ***, and again their unable to assist, What is it that MTN can do since their unable to assist their customers with nothing, I have experience a Poor service delivery.