Unhelpful Mweb

On the 31st October 2024 a payment was made to mweb for a monthly subscription. The payment was made via eft, and was a mistake at the time as we were new to the service and did not know at the time how to recharge. Until today 22nd January 2025 the payment has not been refunded. We contacted mweb and was informed to send copy ID, proof of account and proof of the transaction which was all supp**** to the company. There as no response or call back despite multiple attempts to resolve the matter. Eventually, spoke to someone who asked for the documents again and a handwritten letter from the account hold to be able to submit the request for a refund. Mweb has held my money for 4 months with no reason at all. The service is so poor and unhelpful. We requested a manager to call back but was told no manager is available as agents are working from home... After chasing up countless of times today we get and email stating to wait a further 5-7days for the refund. Mweb has no consideration for the customer journey.