Hopeless billing and admin dept centralised services

Slow to refund, and fast to send incorrectly billed statements. Tired of calling, and submitting service requests. You can read all my emails pertaining to ticket 890460, and now 915994. Tlou is forever "investigating and coming back to me", but am yet to hear back from her. Previous query for refund was eventually resolved by Thabile, and I'm appreciative of her professionalism (ticket 878328). Is it so hard to verify the correct info with TVC and update your statements accordingly?