Refusing with my refund

I double paid for service last week. I paid R4200 altogether so I could be reconnected. There was a problem with Capitec when I first made the payment so I wasn’t able to get the proof of payment they required at the time. Capitec was able to send it to me and I immediately emailed it to Mweb. But there has been no correspondence about when I’d get my refund. r200 is a lot of money and I need it for transport. When I try to call they mute me. I want my refund