Overpayment on Acc

I have a home security system that had a technical error, was billed for tech callout which i paid by EFT, then ADT deducted from my account, then i called last month to say since my account is overpaid i asked that they use the extra money for my debit order which never happened now i have been trying to call for a refund for 2 weeks everytime they say they are transferring me the call gets cut, my thing is they log calls and have my details on record yet nothing is coming right, they keep on saying finance will call even today nothing this is from July 2024