Refund bad service

I am deeply disappointed by the level of service I received from Dial Direct value added team, last month they debited me early (not on the agreed debit date) and I was then asked to rate the service and obviously the rating was not good as that early debit resulted in R130 in unnecessary bank charges, a manager called Marcel from the value added team called me to find out what the issue is, I explained to him and he asked me to send him my bank statement so he can request a refund he will also fast track it for me, I did as he asked, and to date no response from him, I have sent followup emails and no response from him…bad service in my books, no integrity at all.