Refund unattended

I logged a refund request with Rain on the 28 October 2021 and the consultant Tshepo Mosae confirmed payment will reflect in my account after 7 to 10 working days. On the 04th of November 2021 Nolifa Roshikombo confirmed that the refund had been processed first time on the 4th of November, we are now sitting on 16 days since I logged my refund request. This is unsavoury customer experience.