Refund

My fibre was due on the 16'th February, on the 17th my internet connection was suspended. , I made a payment on the 18'th February it was a bank deposit payment. On 28th February I sent proof of payment on this email address *** . Again on the 23rd February I sent them my banking details so that they can refund my money. Then on 28th February I got and email from Mweb saying in 3-5 working days my refund will appear in my account. I fail to understand why are they not refunding my money. Because my internet connection is off. I'm not owing them. I regret chosing Mweb as my ISP.