Not following through on customers request

I logged a case with the call center agent on the 4th July at 20:00pm I was assisted by Sebenzile Mbatha case ***8, i was supposed to get my money reversed back into my account within 2 days. Followed up again today 7th July @ 9:42am I was informed that Sebenzile had not informed or cued off the the case to the relevant department to assist with the reversal. Clearly not putting the customers needs first, a total waste of my time, please take action a against these *********** call center agents.