Refund on Electricity Purchase

I logged a complaint on 20/08/2021. My Reference number is: ***9. The consultant told me it will take 5 working days to resolve my matter. Friday, 27/08/21 was the 5th working day. I called in again only to be told that there is no outcome yet. After asking the consultant about the 5 working day turnaround she said that she cannot give me an answer. Pathetic service all around. Can someone that knows what they are doing please refund my money.