How long does it take to get my money back?

During the month of May we had vandelism to our Fibre cables and the area was off for a while. The technicians came to fix the problem after many WhatsApp chats with various agents. I was told that I would receive a rebate for the down time. Then I switched internet providers as I was having constant issues with the Fibre. I canceled my contract at the beginning of July. Again I was told that I would receive a refund as I had canceled with the necessary notice given. I have made many inquiries as to when I will receive my refund and rebate and every time you get a different agent and each one tells you a different story. I've been on the refund list since July. To date still nothing. I recently followed up on the 7th November and again I was told within 10 days that I would receive my money back. No joy. This is unacceptable as I was a loyal customer payment was received on time each month and the service delivered to me now is pathetic.