Have to jump through hoops to get a refund

I have been waiting for a refund for over a week. I was advised nearly two weeks ago that it had been sent off for processing. I called through yesterday to follow up and was advised that Vodacom are waiting on a proof of payment from me. I asked the question why I was not advised and the consultant said they were supposed to send a sms to make me aware. I was on the line with her for 29 minutes only for her to tell me that she is not the correct person to speak to. I sent a bank statement to show the date I had originally paid them and the amount I need to be refunded. I am still confused why I had to show them a proof of payment when the consultant confirmed the amount on the system.

I asked for the matter to be escalated only to be told I have to wait 48hours for someone to contact me. I emailed again this morning with no acknowledgement of my mail.

I am appalled by how I was treated yesterday and the fact that I have to jump through hoops to get my money.