Erroneous charges amounts to *****ing!!!

After being charged a pre-termination notice without any valid reason, i called them to query this. I was given a reference number and weeks later received an sms with an apology stating that I will be refunded. Its been more than a month since having received the message and no refund. Got my bill today which is 60 days later without any refund reflecting. I called the call-centre today to query this yet again. Then I get to speak to most *********** person who has no idea of what service really is. After seeing the error on the system which prevented the refund from taking place, the agent didn't find the need to apologise for the oversight but to top the brilliant service tells me to call them after 14 days to ensure that it takes place. No offer to contact me to confirm the refund seeing that its my umpteenth call for for their mess-up. How can the pay-off line be world-class African city??? Something is seriously wrong here!!!!!