Showmax and its agents

I had actioned a refund via chat on the 7th of August 2022 with an agent due to live games not being able to be viewed on our TV after activation of the premium package service. Upon activation of the package it took us 30mins to realize that live games were not able to play and it continued showing an error. Within an hour I contacted an agent relayed the situation, sent pictures and asked to actioned a cancelation of the package and an immediate refund. The agent assured me that this was done. I then contacted them again to find out how far the refund was on the 11th of August and another agent ensured me that it was in processing still. Today I contacted the customer service again via chat on the 22nd of August 2022 just for the agent to relay that the refund had never been actioned or even sent for processing. Mind you that the account was already cancelled on the same day of it being paid and activated. With no access to a contact number to phone showmax and speak to an advisor or manager my money was taken and is being kept without the service being provided. I will be reporting this to an ombudsman as well as the BCCSA should my refund not be received by this week. Absolutely disgusting service and terrible agents.