Mweb ignores their clients

I have internet fibre with Vuma and the service provider is mweb.My payment goes of via payfast every month.I did notice on my monthly invoice from mweb there is banking details for mweb so i decided to do an eft for my monthly payment.I then proceeded to go onto the mweb app and inform them that payment was made,i was then informed that vuma payments are only done via payfast and for a refund of my payment to mweb I should sent my proof of bank account and ID which i did do.I also feel it does not make sense for banking details to be provided on the statement when mweb is aware payments only done via payfast as a client how would I know that when you are providing banking details. My Query - Ref No: MWB***1 was given.So i provided the requested documentation on the mweb app and i did not receive any response but I then found that the query Ref No: MWB***1 was closed without getting any response or refund. This is poor service is this how a paying customer is treated???. I want a response regarding my refund. I have sent an email with all the required documents to *** I have been given a reference MWB***9.My Mweb account is ***9 .Please look into this matter urgently and refund my money. Should I not get a response I will take this matter up with Ombudsman.