Pathetic service from Rain

I called Rain on the 14th October 2021 at 11h11 to cancel my 2 x 4G simcards. The delivery guy refused to hand me the simcards because I only had a clear copy of my ID and actual drivers on me. He wanted my original ID. The RAM courier guy was unprofessional and rude which led me to cancel my order instead. I was promised that because I paid an advance payment, my order has been cancelled and a refund will be processed within 5 - 7 working days. This done telephonically. It is now 12 working days later and still I have not received my refund. I logged a query on your support link on the website and got this response from your agent:

"Thank you for contacting rain

Please provide me with proof where you were promised a refund"

This was the response I got from Thato Ramere. If your calls are recorded for quality and security, why am I being asked this question? You have now gained interest on my credit due to me and therefore request a full refund plus interest gained for a service I am not receiving from inception.

This is pathetic service, you were good at the beginning but now since you are a large service provider, your service went down dismally.