Unallocated payment and no response

I made a payment via EFT and a debit order also went off. Only 1 payment was allocated to my account. I sent 2 emails and received no response. I require a refund urgently. This is *****. When I called the call centre the agent Yonela answered the call and then disconnected the call. Pathetic service. Dishonest company. I want this to be resolved and my refund processed.