Refund from Vumatel

I paid an amount of R399 I was recharging I called them because I could see that still it's not working the consultant said I was not suppose to pay via EFT I was suppose to pay at pick and pay and they said in order for me to get the refund I must e mail the proof I did exactly that , up until mow I haven't received my refund they don't even respond to the e mails. I have a proof of payment