Dismal Failure on customer service

I stay in Mthatha in the Eastern Cape and have had fibre connection with SADV for a while and everything was working fine until I made my monthly Fibre payment on 12 February 2024 then 2 days later our connection was cut off completely in the entire city, we were told that our City is a high risk and not technicians will be sent out to fix the problem. I then requested a refund since they were no longer providing the service, I was given a reference number for refund request on 22 February and was told that it should take 21 working days since they knew that they won’t fix the problem “ Your ticket ref is Ticket: SA421024”. I’m now on working day number 38 which is approximately 2 full months now and I’m now being told that my ID number is not found on their system.