Waiting a month for a refund

At the start of March i reached out to an agent for a payment link, the link he gave me deducted R399 from my account which I found strange because my account is R799. When i asked him about it he told me the rest of the amount will deduct later. The next morning R799 was deducted from my account. I have been strugling with them for more than a month already to get refund for the r399 package that was deducted but a month later, several agents asking for PoP, several escalations and several please wait 48 hours for feedback what never comes unless you contact them. Never had any issues before but this is ridiculous, they have no idea what they are doing, when u ask to speak to someone incharge, they tell u they cant do that.