Worst experience ever

On Monday the 25/04/2022 I overpayed my edgars account by R12 000. I ussualy pay R1500 and I've payed R13500 in human error. I called customer services ND they informed me that I should send through the following documentation (copy of ID, a bank statement and the proof of payment) on the 26/04/2022. I've called repeatedly to follow up on my refund but to was being sent from pillar to post. As I've other commitments to attend to. And I reiterate it's not just a refund of R1000 but R12 000. It's a huge amount of money.

I've personally took some time off work to call via edgars Tygervalley as I've spent huge amounts of money on airtime and getting no where. I've visited edgars Tygervalley on Friday the 29/04/2022 and and called in again. I spoke to a agent named Philile(Apologies if the spelling is wrong) and had to explain my story again which is frustrating. Firstly I got some attitude as she does not know how to speak to a customer which Is extremely disappointing. I advised her that I'd like to speak to her Manager/supervisor. She put me on hold and returned that her Manger named Penny would call me back in 20min. In which I stated that I'll stay on the line. And asked her to assist me with another issue in the meanwhile. After 20min has past I advised her could I please speak to her manager and she put me on hold. She returned later to advise me that her manager would call me within the next hour and I trusted her in good faith. Up until today I'm receiving that call.

Yesterday I received an email from the payments division a week later to advise that my refund has been requested and will only be paid out in 7-14 days. Which is an insult knowing I have emailed the documentation required more than a week ago.

Today I've decided to take off work again, and visited edgars Tygervalley to call again from there line. I spoke to an agent with the name Pilikazi (Apologies if the name is spelt incorrectly) which has the same same attitude. I find this to be the norm. I frustratedly having explain my story again. And again advised to speak to the manager. She clearly stated that her manager can't come to the line as he does not have time. I should give her my details and the manager will contact me back shortly. In which I I did not trust as I'm waiting for the previous manager to call.

She advised she will put me through to her team leader. And then the call died which I clearly think she did on purpose.

I'm frustrated as I can't get my refund, I have other commitments and I have mother's day coming up