Terrible "service"

I have been waiting for almost a month for a refund that was meant to be concluded in 2 weeks, as per Nosiphiwe from Vumatel. Every time I call, with reference in hand, after being on hold for about 45mins each time, the agent on the other end is completely puzzled - I am not sure if that is because the previous agent has captured my information incorrectly, or because people are just negligent, I am so tired of sending emails asking for assistance with regards to my long overdue refund.