Please refund my money

I called over 10 time they direct me up and down all my airtime is finish. I paid my account using my old ackermans card. They contact me I did not pay. I pay them again,I'm requesting my refund . They say I mus send them back statement I D nd short description of wat happen as the can see the money reflect in their account. I've been sending the documents they want stil no1 help me . Please I want my refund.