Still waiting for my refund

Still waiting for refund as promised by the agent on Monday. I was debited R769 by MTN now I must wait for 21 days to get refund. This is a bad service from MTN. I waited for 21 days to cancel my upgrade whereas I was calling them everyday with no HELP. Now I have to wait for 21 days. Imagine.... MTN was not suppose to debit my account in the first place but they went ahead without my authorisation.