Refund is a problem

Hi I have been a loyal vodacom customer for 21 years. And enough is now actually enough. I'm cancelled my contract and went to pre-paid. Anyone can guess where this is going. Well I have a credit on my account. After phoning 111, I got to prepaid, pre paid then transferred me to contract, contract then transfered me to subscriptions where I had the very unpleasant experience of speaking to William Tshabalala. REALLY needs to learn about customer service and basic telephone ettiquette. first he wanted to know WHAT I want then he wanted to know why the refund even after explaining to him that I'm from contract to prepaid. Gave me an email address, told me to send me bank details and I'll be refunded in 7-14 working days. END! No reference, no nothing. Absolutely shocking how vodacom is treating their customers (now a 21 year lost customer) So I wonder if someone is going to be in contact with me regarding my refund since Willie wasn't much help?