Waiting for refund from MWEB after four weeks.

My brother ordered an LTE router and SIM card from MWEB for me during the last week of April. After two weeks it still wasn't delivered to my house. I called MWEB to track the progress of the order and nobody wanted to assist me as I am not the accountholder. The assistant also didn't mention that the accountholder has to be present on delivery of the above mentioned items. This created a further frustration as my brother does not live as the same residence as me. We have been trying to cancel the order and get the money we paid back for the past three weeks. This too is a difficulty as there is no way to cancel the order online when the order is in provisioning status. After many calls I managed to get an email address from an assistant in the sales area. We used this email address to cancel the order. We have waited for four days now and we have received no response. I have spent the last 50 minutes on the phone trying to get to speak to someone at MWEB to check if they received the email. After the first 20-25 minutes of waiting the sales assistant that answered said everybody is waiting in a queue on the phone to be assisted. There's nothing he can do to help. He could only transfer me to the accounts department. After 25 minutes of waiting on the phone for assistance I gave up. I am truly dissappointed with MWEB's level of service. Apart from the hassle I've been through they keep wanting to verify the accountholder's details of which I cannot do on my brother's behalf for the cancellation and refund. But on purchase no verification is needed. Do you think there's any logic to this? I believe that I have not been treated with care and dignity by MWEB. I am truly disappointed and just want our money back at this point,