Not refunding fully my account

I am very disappointed with Mweb’s handling of my refund. When I registered for fibre, I was allowed to sign up and make payment even though Mweb later admitted they could not provide the service due to infrastructure limitations. Two payments were deducted from my account, yet only one was refunded despite providing all the necessary proof, including bank statements and supporting documents. I have followed up multiple times via email, but the matter has still not been resolved and I have not received the outstanding refund. This has caused unnecessary frustration and wasted time. I expect Mweb to take responsibility and resolve this without further delay.