poor service

I recently acquired a Nedbank connect package, the 1st time around everything was smooth and i got my package as promised but then this month I tried to pay and they took the money twice but did not deliver one package, I have been waiting my refund since last Tuesday 14/10/2025. when I call I get to hold for an hour at least then speak to slow consultant who seems to not know what they are doing, my ref number is ***