Poor Service - Web Africa

Good day,

I have been receiving very poor service from Web Africa. This is going back to February 2019. Our Router with the Sim card was ******. We were using Web Africa services. when the router was ****** i informed them. They advised me to pay the installment in order to block the sim card and they will then replace it. This was done. After payment was done i called them to inquire delivery of new sim card. They then informed me they will be unable to replace the sim card as Cell c removed LTE from our area due to some problems. and they will issue a refund to me. Fair enough. it's been 3 weeks passed and i haven't received a refund till date. They keep sending me emails from different consultants saying they do not allow refunds, they can issue a new sim card. This is do not understand as the informed me they cannot replace the sim card due to no LTE and they will issue a refund. i cannot get through to their billing department and they are not replying to my emails. I am very disappointed and frustrated with services from Web Africa.