Doing whateva they want

Hi Im so sick of this company realy. A consultant contacted me last week on 8 june and confirmed that the query has been resolved and that Cellc will be refunding me my money. I clearly asked him to refund the money into my bank account even gave him my banking details. Since then ive been told to wait 7 days. This morning i was informed that the money was refunded onyo my cellc account which i ask them not to do as i wont see the money. What is the use of speaking to this ppl if they just gonna do whateva they want? Once again i ask is there an ombud where u can report matters like this as this is getting me no where. Ive been advised to wait another 7 days for the new queryto be dealt with. This is sickening man I want action and I want it now i refuse to wait another 7 days for my own money that you have ****** from me.