Unsatisfying service

Made a payment on Thursday (01/09/2022), after several phone calls with different consultants, still no assistance. Finally spoke to Madeline, after hearing my case with regards to the payment, she advised that I send through my POP and banking details in order for me to receive a refund. I did as she said, and now an sms comes through asking for bank account confirmation letter and ID copy. Which were never mentioned during the conversation. This whole process is draining and frustrating. I am not happy with the service, because I did make a payment but now I'm being given the runaround yet still no internet connection. Is this how Mweb treats their clients? I am not the 1st to encounter such a problem and they even admitted to it but still there is no solution and change.