Worse service ever

I installed fibre using vuma however the internet just stopped when you check the website it states they are undergoing technical difficulties chatter with an agent and she advised they will not be sending out an engineer to fix the issue she will cancel the service and issue a refund that was on the 13/11/24 however up until today I have not received any refund they advised the refund takes 10 working days when trying to contact them again no one could help me