POOR COMMUNICATION FOR A COMMUNICATIONS COMPANY

I tried Rain uncapped data Simcard for a weekend, I had no crazy hopes I knew it would be okayish, but the Monday I decided the product was not for me. I tried to cancel but could not because their servers were busy being upgraded. After I spoke to a lady on the phone she said that she would make a note of my cancelation within 7 days, which would mean I could get my full refund back. After a few more phone calls the card was canceled. I was told I would get my refund within 10-14 working days. It has been 21 working days now and I have not received anything back. Every time I phone the matter is escalated, last week I phoned and the lady said it should be in my bank account by last Friday of February. I am still waiting, you cannot speak to anybody in accounts, you basically cannot speak to anybody with any relevant information. I don't live with the mentality that the customer is always right, I actually believe the opposite, but what I do value as a customer is communication, and there has been none, unless I phone them to ask about MY MONEY. I don't understand why a communication company, communicates so poorly. All we would like to know is when our money would be paid back to us, why can there not be a straight answer to this question?