why is issueing a refund alwy such a mission with WEBAFRICA

I signed up with Web Africa in 2022 I think, at the time I was going to move house( sme street) and I spoke to someone over the phone and at the time I was assured that moving house was no big deal as there were no charges to to. they activated the new house a few days before I moved in except they did de activate the other house for a full month and charged me a full month of service for a house I had informed them I was moving out of waay in advance.

They refused to refund this money, in the end I moved on. fast forward to now. On April 7th my wifi went off.... we did the back ad forth and in the end the issue was not resolved. it was always the issue is escalated .... in the end someone who claimed to be from their escalations team called from ***, this person explained how vumatel was no longer sending out teams to fix faults in my area and suggested that they cancel the service with immidiate effect. I asked if there were no other options and she said at this point there were no oter otions and this would be the only way I can get my refund. A week later I was refunded R319.00 for the April Service. I followed up on the May refund.... that week I was told the R399.00 would be issued on the friday and should reflect within days. The 1st and second time of following up was okay but now everytime the information changes... everytime I reach out the refund is being requested... in fact one of the agents demanded that I send a bank statement to prove that I didnt receive the refund. This is ridiculous. I dont wanna have to dealwith such incompetence.