Refund/Incompetence

I have been trying to get a refund for a overpaid fibre account since 23/09/2025. I have sent all the relevant documents to 3 different people from the billings department. Everytime I call back to find out how far the process is I am told that they cannot find the documents I sent, or the case was never logged by the person I spoke to. I laid a complaint about this total incompetence and lack of training last week, but that complaint was not acknowledges. I just want my money back, why is it so difficult for that to happen? Your system clearly states that the money should be refunded. I tried to speak to a manager or a supervisor on so many occassions, but that is also impossible. I want my money and thats it.