Poor service from refunds department

I am still waiting for Vodacom to pay me my refund back and when I call to check the progress of my case I find that the case has been closed as they waiting for my p.o.p while i sent multiple emails with my p.o.p , I even received an updated statement that my account is in credit. Why was the case closed without me being notified I mean what type of service is that, come on guys