Sunbet deducting monies from balance without any bets taken

I've had a query that has stayed open for 9 days. Sunbet refuses to refund my money , instead they have made it a point give me the same reply " we are awaiting feedback from the service provider" and my money hasn't been refunded. For over 9 days , I must keep using my airtime to get that useless information. They do not care about their customers , I need the money for something serious. If anyone knows how I can get help please reach out. It's not the first time , they are giving turnaround times and they lapse without me hearing from them.