horrible customer service

a cellphone was taken **********ly on my name and cell c ended up debiting me for that cell fone. I submitted all the documents required including docs for a refund and today when I speak to their finance department Josephine im told she cant refund me because she was given clear instructions to write off the available balance I have and when I call back to speak to someone im sent from pillar to post and nobody assisting me or giving me a call back.Im the one who always calls even thou being told after 2 days someone will call me but nobody does. This is flippin horrible service from such a big company and how can you decide to write off my refund without consulting me at first mx *********** stuff and company