Lack of action in addressing query

I renewed my cell contract in December 2014 and requested a 500Mb data bundle to be included for a set fee. The renewal was done telephonically. The data bundle was not loaded and in spite of having heard the recording and a request made for a refund for all the out of bundle data I have been billed for, I have not been refunded. Only after numerous telephone calls and visits to my nearest store has the request now been escalated to a critical status. The data bundle was finally loaded on the 19 May at my last visit to a store. I am an extremely dissatisfied at the lack of ownership of the problem and it seems as if the query is been passed round from one department to another. Latest is the accounts dept. needs to hear the recording and there is an error in getting the recording to play back.