Waiting for refund for two months

I've been a client of webafrica since 2017 and all my payments done on time every month. In October they charged R1000 for a faulty rooter which they confirmed will not be for my cost. They billed me and after two months of endless whatsapps and messages to them I still have not received my refund.... Just a promise of "we are working on it and we are awaiting our finance department to approve the refund ... Bla bla bla".... No feedback from their side, I have to follow up every two weeks just to hear the same excuse every time.