Unprofessional Cellc

This is ongoing - last month palest from cellc advised that it was their error that they had not debited my account. She further advised that the account will be sorted by the end if September. So why am still receiving calls from an attorneys office with regards to a failure by cellc staff? Cellc debited my account but to date my refund has no be returned and they have not informed their lawyer that they stuffedup!! Palest doesn't phone me back - left messages for her all I receive is sms telling ne that they are working on my query - pathetic