Very bad service and horrible experience

I have missed my debit order at the beginning of March 2025 therefore I went to the Cell C store to pay cash to ensure that my account is up to date and in the very same day they have done another deduction taking my last bit of money which I have to live with. I contacted the customer service on the 5th march 2025 to ask them to refund my money as they assured me on the recorded line that they will as also they provided me a case number for further enquiring. I call them on the 7th as they told me that the case is still running and an agent would contact me to confirm and process my refund.....no call backs done until I contacted them again on 12th and requested for a team leader. Then a consultant called me stating that there is no refund due to me and when I asked for her manager she was supposed to place me on hold but left the call running and having a good laugh with her colleagues in the back ground and then dropped my call. This must behavior must be reported to the FSCA.