Refund request not processed

I received a call from Nimble on 17/06/2024 regarding my cell c account, agent offering me a 20% discount. My account was with SSDA where I had an active arrangement. I asked for assurity if the previous arrangement will not go through if I proceeded with them and was told it wouldn't. Two Debi checks went off on the 25th, called Nimble and was assisted by Olebogile Motsepe who said to send necessary documents for a refund request, I did and didn't receive any feedback, sent a follow up email yesterday to receive an email today notifying me to resend the documents. Called back to be told the supervisors are on a meeting and I should call back. Where is client service in all this. Highly disappointed ☹️