The most uniformed agents ever experienced

This is a complaint about a long awaited refund.

i logged a refund request about a week ago and i am still waiting for my refund to be paid into my account.

After i requested an new order on the 31/10/2025 assisted by Chulumanco who confirmed that Webafrica uses Openserve in my area there was no debit on my account of the initial fee of R249, i then checked on how far my order is on Wednesday the 05/11/2025 and spoke to Monique M who said i must do manual payment then after confirmed my address and told me that Openserve has not installed fibre in my area yet... i then requested a refund that was processed on the same day by Siyabonga who advised that it will take 24-72 hours to reflect on my account ....i checked again on Friday the 7/11/2025 on my refund and was advised by Sthabile M that Siyabonga only processed a credit i need to send my bank confirmation letter for a refund of which i had already provided my banking details to Siyabonga but i still sent the bank letter however up to this day i still await my refund....The confusion i have is why do all the agents assisting us seem to not have the full information about the company and it's processes... do they go through the training when joining the company because why would a refund of a simple R249 take almost 2 weeks. No one seems to know the proper process...the customer experience doesn't exist...very bad service i must say