Refund query ***

Still no refund and when i call i keep getting stories.it seems no one records the notes of what was discussed everytime i call as i keep getting the same question of whether i agrred to the arrangemnet or not.yesterday i called to query progerss of refund and was told to send banking details,which i sent to ***. Today when i called im asked whether i agrred to the amount of R5324 to be debitted or not,as if it was the first time i called