Poor service

Ordered home internet from MTN , I later got a call from DSV couriers to confirm my delivery details .

And they advised that I need an ID to complete delivery , I advised consultant that I recently lost my ID however I have a copy and and a scanned ID document and she said they needed the original and I told her it’s fine she can cancel the order and refund me ,I even sent an email to the MTN customer care however I still have not received a refund from MTN and there has been no communication, I even sent a follow up email to them and I still have not received feedback.