BAD SERVICE (Please refund my money)

I've experienced bad service from Mweb, I paid twice last month for my services to be connected and I've asked for refund of which I was advised I will be refunded within 3-5 working days from the 26-08-2022 till to date no joy and I've called them on several occasion regarding my refund and I'm told that documents have been received however they don't know what the issue is.