Disappointed by the level of service.

I have been struggling to get my 2 refunds from Mrs Pretorius for the past 2 weeks now. I called on Monday (4 September) to find out what I would need to send to her if I decide to have my credit refunded and she gave me a list of the requirements, which I sent right after the call. What puzzled me was that I did not even receive an acknowledgement email after that so i called on Wednesday (6 September) to check if she even received my email and what I needed to expect in terms of the process. She said the email had been sitting in her spam inbox, so she checked if I had sent all the correct documentation and she said refunds are paid on Fridays.

I did not receive the refund so I called her again on Tuesday (12 September) to find out what had happened. Firstly, I had to call about 8 times because she wasn't picking up the phone and then when she eventually did, she was very dismissive and said they were struggling with the bank and they would pay out that morning.

On Wednesday (13 September) I received a payment but from only one of the accounts. I called her again and asked how that happened and it turned out that she had missed that I had 2 credits, so I asked her to rectify this and pay the remaining refund and again, she dismissed me by saying that she would check and if I'm right she'll pay it out. I expected her to check and send me feedback via email (or something) but I got nothing. I then called her again on Thursday to check if she did rectify the error she made and with an attitude she told me that she did and they only pay out refunds on Fridays so I waited. Today is Saturday and I still don't have the rest of my refund.

Now my problem is that:

1. She is very preoccupied while dealing with this matter, it seems as if she has not taken me seriously at all from the beginning and that is very frustrating because I really don't understand why this should take any more than just a few days to get resolved.

2. She has not bothered to keep me informed of whatever problems she might have encountered, instead I have to keep calling her and when I do, she never answers so I have to call many times before I can get hold of her which is annoying really.

3. When does eventually answer the phone, she hasn't once taken her time to listen and correctly rectify the problem and ensure that it gets resolved, instead she quickly dismisses me as if she's rushing off to something else and that's why I'm still waiting for a refund pay out 2 WEEKS LATER.

Can I please get assistance on this as quickly and urgently as possible, I am really disappointed by the level of service I have received from Mrs Pretorius.