Refund not actioned

I cancelled my rain WIFI on 25 July 2025, the device was collected - ***, cancellation ***. In August I was debited with R589 for usage. Which I dont understand because there was no connection from July 2025. I called on 25 August 2025 and was assured that it will be raised so that a refund can be done, I called back a week later and was told that NOTHING was raised for a refund even though I quoted a reference number of ***5. I received a new ref: on 03.09.2025 - ***7. I have yet to hear back even though I was told an agent would call me the same day. I was told that the refund take 5 to 10 days to action and I have already lost 11 day. I have not received any thing from rain yet and I need the money. I need this resolved urgently I refuse to wait another 5 to 10 days.