Vodacom service

Paid twice for my phone, requested a refund 3 weeks ago. First they said that its no problem, the funds will reflect in a week. Second time I phoned they said that a refund was never requested, would I like the balance to be kept on my account? I then explained to them, again, that I needed the money refunded. This is now a month later and still nothing. No feedback. No nothing. PATHETIC service. I cant get a hold of anyone via email, or when I phone. I got a response when I gave them a bad review, but when I send a formal email, no response