Unacceptable service delivery billing team

I been logging my payment refund to mweb as per the feedback I got from the call centre agent.

So my account was suspended due to back card 16 digits which was changed I made a payment directly to the mweb Nedbank account and still now change in status then I called the customer care and was to to pay via payfast which I did. So I logged my payment refund to *** and still no a single response ..can I please have someone assist me due this is going on to long now