Bad connection and billing

I app**** for a rain sim card in January 2021. Got the sim card on 03 February. Sim card did not connect. I got another sim delivery mid February. The new sim also did not work. 02 March 2021 I was debited R479, Called rain customer care to cancel and request a refund. Ref ***(03/03/21), 02 March 2021 Ref *** Ref 04 March ***4 and 10 March 2021 ***. They have a 48 Hour response policy which has long lapsed. No one can explain the reason for the delay. The billing department does not take calls. Frustrated customer.