Vuma does not want to refund me for services that were not rendered

I have a wifi line with Vumatel (SADV) since 2023. In June 2024 I experienced problems it was not connecting at all. Vumatel is not reachable telephonically its only communication chanel is whatsapp. I would sent messages requesting them to attend to my problem but I was always told about the outage in the area but the payments were deducted everymonth without the connection for serveral months. In November I cancelled and I requested a refund for all months they deducted with wifi. Finally in December the line was cancelled and I was asked to submit the supporting documents to process my refund. Till this day I have not been paid and whenever I would send a reminder email I am told that they are still processing the refund. Its been 3 months now but still no refund.