Cool Ideas is a *****

I am experiencing the worst service from cool ideas. My acc for my LTE fibre connect was double paid for the month of February. The other amount was a claim I made from work which they paid coolideas accidentally. I asked for a refund which they said they will process last week Friday. Only for them to call on Monday to tell me the money won't be refunded as it has not cleared. I've been chasing this money for 2 whole weeks, and the clearance time is 5 working days which we have surpassed thar and still no payment. I have all the paper trail even confirming that the agent said my money would be paid to me and that they received the payment on their side. When I called yesterday the lady pretended to be someone else. I asked for the managers email address and sent her an email and till now she has not responded to me.

I am extremely angry and I WANT MY MONEY!!