Pathetic Service

ADT came to install a lock box on my wall outside my property in February. I paid for this invoice in February. In May I received an sms stating there was an overdue amount on my account and that they would debit my account at the end of May. I contacted Elisa to query this and she said to me it must have been a mistake as she couldn't pick up any amount owed by me. Low and behold at the end of May, this money was deducted. I immediately contacted Elisa who said she was sorry it wasn't on the system. She asked me to send through a proof of payment which I did. She then informed me it would take two weeks to refund me!!! Which I immediately rejected and said it should be paid back to me immediately as it was not my error. Her supervisor, Marothi promised to send me an email confirming my money would be paid back by 5 June. I have still not received the money nor did I receive any email from Marothi. Upon inquiry, I was told that it is 'still in process'. This is totally unacceptable!