Anger customer due to lack of communication and services

I paid R399 for them to install fibre, they were very prompt to come only to tell me that the technician would come and install. Fine he called and he setup an appointment and we both agreed on the time. All of a sudden they get to my house in the morning and we had an appointment for late afternoon. Had a agreement with the technician and I rquested a refund and I still have NOT gotten my money back. Been taken from pillar to post and the agent has been giving me excuses She says she will call and she doesn't, last week she asked me to write my account on a piece of paper and I wrote my number as well but I waited and she didn't call me I went back after two day, I was told that the money should be in my acoount within 72 hours. Before all this I was asked for a proof of account then all od a sudden she went a bank statement