Terrible service - Refund!

I had a downtime on the 30th May 2024 - 30th June 2024. I logged an enquiry and they advised they couldn't send any techncians due to ******ion cases in my area. Which I understood and found my personal technician to fix my line. I submitted a refund request for the down time. I've waiting for my refund since then to date. The worst part is their *********** staff members who refuses to connect me to a manager. They sent me an email on the 6th of November saying they have credited my account and that will offset my next invoice for the month of December. Today they debited my account and when I ask their staff members about the email. They say I will be refunded. I asked for Turnaround time, they say they don't know. WOW! What an appalling service from Rachael R and Sinoxolo M. They kept on contradicting themselves and instead of being empathetic, they chose arrogance and forcing me to accept what they telling which makes absolutely no sense!