Blue label connect

Good day' I'm mpho khoza from limpopo last week I did send an email complaining about a private company blue label connet due to a paidup letter,so I did so your respond but what surprised me is that they don't want to provide me with a paidup letter,it seems like they don't want to send it that document,they said they want to refund me a certain amount, because I did overpay them before they can release a paidup letter,but last week they deducted again while they said I did overpaid them,why are they deducting again where's they noticed that they must Refund,that's why they are delaying to provide me with a paidup letter.this company actually they are running their company cruelty (actually are ********s)