I want my refund MTN Supersonic

On the 2nd of June i app**** online for MTN fibre and it was installed on the 06th of June this year. They confirmed that my line was active of which it was not. I contacted the company multiple times to get activated to a point where i got fed up and asked them to cancel and a lady called Yolanda from retentions called me and said that she will be escalating the matter for my refund since i was not activated from the installation day. I have raised many tickets that were closed without being contacted back or resolution. I was first told to allow 7-14 working days for the refund to reflect and another agent changed the turn around time to 7-21 working days since the 16th of July 2025. The service that i have been getting is poor even worse than poor. Now i am being told that my refund is not approved because their engeneer team tried contacting me. I have not been contacted by anyone other than Yolanda from retentions