Refund

I app**** for a a prepaid line on the 26/01/2015 and paid R357 the same day. After waiting a long time for a line I did a follow up from my side and call the contact centre, which i waited 40 min to be assisted, i was told that my order was cancelled because there are no pots available in my area, so i must contact accounts department to refund my money, i did that , gave all the info to the agent, after a week Jo-Anne from credit management contacted me to fax bankstament and copy of ID because i wanted the money to credited to the bank, i have been waiting since last week Thursday, i never had anything, and i also emailed these documents on the 10/03/2015 to [Email Removed] , still nothing, no one is contacting me to say if they are processing this refund , or if they have receive the docs, what kind of a service is this, i must do the follow up all the time, as i am writing this email i have been holding for the callcentre for 15min already, no answer, high call volumes. order no ***,ID NO ***, Siphiwo Stulo