Rain refund delaying

I purchased a Sim card with them and cancelled due to loss of my Identity document because they would be unable to do the RICA, so they cancelled the sim card and promised a refund within 5-7 business days, but till this date I haven't received a cent and when I contact them they say that the billing department hasn't updated nothing on my profile and I can't call the billing department directly because they don't take calls, I don't know how many tickets I've logged with them with no response...I am very disappointed in them.