Refund my money

I have contacted MTN on numerous occasions regarding a refund of 4 lines that were opened almost two years ago however all I got back was a reference number ***. I have followed up with Thato but I do not get any response. This might not be a matter of urgency to MTN but it is for me since I am being charged every month for additional lines that I was not even aware of. I have sent in certified copies of my ID as well as an affidavit from the police. This was done last moth already and guess what I was billed again for those addition lines. MTN is seriously a bunch of ****** who doesn't respond to your queries. I want my money back how long still should this drag on for.