Refund

I have called them so many times regarding a refund they had to process the 30/09/20 already however each time I am given a different story from there agents I was happy with banking with them until now getting this ****py service they keep on promising to call me back but until this day no call backs where given just spoke to an agent now and asked her to call me back still nothing I am not happy that I have to purchase airtime all the time to call them and my refund just does not get processed after I received an email confirmation saying my claim was approved and mey refund will be done.