Refund that never comes - MTN

I took an MTN month to month contract for a router last year as we were having WIFI issues on our area. The staff at MTN Cresta were amazing and friendly and helpful. As I am very diligent with my payments, I received the invoice on the 4th of January and paid them. They went and debited my account 2 days later. On the 7th of January I called MTN Customer Service to request a refund and that is when this ordeal started. Customer Service agent confirmed that he could see my payment as well as the debit order. He raised a ticket for a refund. I received the email later that day "Kindly be advised that we need to allow time for the debited amount to reflect successfully on our system. This process typically takes up to 72 working hours. Once the transaction has been confirmed on our side, we will then be able to proceed with the refund request. Please note that you also have an option to leave the money in credit to payment the next bill or log another ticket after 72 hours. You also have an option to leave the money in credit and MTN will not debit on the 04/02/2026" No where is there a message asking me to reply to this email. This ticket was closed on the 9th of January, but I was not aware. I then called again on the 14th, only to receive another ticket and the email was only received on the 15th, requesting that I send through a POP, which I did. And still nothing. I then called again on 16th saying the need to raise another ticket, I then received an email on the 17th, telling me that there is a document missing. I have been calling everyday now and getting a different excuse every time. As well as a new ticket opened. Today I have now been told to open a new ticket all together. And again I will have to wait 5-7 working days for my refund. I work in customer service, our clients receive emails immediately not hours or days later. The agents can also not type up an email properly and the emails are not clear as to what you want the customer to do. This is honestly the worst customer experience I have ever had. How can it take 13 days to process a refund? That is still being processed currently. I have cancelled the month to month contract and I have no idea when I will or if I will ever receive the refund. I will think twice before referring anyone to MTN ever again.