Bad service, waiting on refund

I called in to cancel my Fibre order on 2.12.21 and was promised a refund within 16 days but nothing was done. I called back on the 3.01.22 and asked for feedback and could not get any. I was advised that it will be escalated and someone will call me with feedback, still nothing. I keep calling back and keep being transferred around, waiting 25 mins at a time to speak to someone and the call just gets dropped. Thi is so frustrating I need this sorted out ASAP