I want my refund

I activated my sim on the 31st of October and cancelled on 10 November, because the connection was not good for work voice and video calls. I struggled a lot. I was supposed to get a refubd for the remainder of the month as stated on their site. So 21 Nov I saw that nothing happened and followed up and they told me my sim is still active and will be cancelled end of the month. I mean, who made the decision to keep it active when I'm clearly cancelling on the 10th, and not wanting to cancel end of the month so that I don't pay for ****py internet? I'd like to know when I will get my partial refund! The agent who responded to me on the 21st just said they need to prove that the internet had an issue and till today, I've been sending follow ups and she's ignoring me! Just refund me and stop being ******