Refund

I took up a contract in 2019 for a cellphone and I was told to pay a R1970 upfront for credit vetting and I was told once the contract ends I will get it refunded. My contact ended in mid 2021 and I've been calling to find out regarding my refund. Twice my case has been closed without getting any feedback and now my case is in the queue. Ive been calling atleast twice a week but nothing is being done regarding my case. I will be escalating this matter to the ombudsman if I dont get feedback in the next 72 hours because they said I will get feedback by then.