Vodacom vodabucks store is Useless.

We bought a UPS via the vodabucks store using the vodacom app on 12th November 2021. When we received our order we realized that is was the wrong type and not what we were looking for. We then contacted vodacom on the 29th of November for a refund. We spoke to a consultant and he promised to call us back with an update. We never heard back from him. On the 3rd of December we called again spoke to a different consultant that said our matter was being looked into and they would call us back but again no one did. In the interim I have reached out on social media vodacom page but they were requesting a lot of personal information that was not needed to process a simple refund. Eventually today my husband calls again and we get shifted around to different people. He spoke to a manager even and received no help. Apparently the manager himself didn't know who to contact or what the process is. As a manager he questions us about what the product we bought is for. He didn't know what a UPS is. Regardless of what a product is if it was bought at the store and a customer wants a refund, whether the consultant knows the product or not, if the order number is given shouldn't a refund be a simple thing to process? At the moment we are still being kept on hold and transferred to different people every few minutes. Can someone with the know how of how to process a refund please contact us. Our number is ***. How does such a big company not have a sales return department with a direct number.