Bad Service, Bad Attitude

My last payment Was due end on December 2023. I made an additional payment on 2 December, which was received on 14 December as validated by your call consultant. However, your company still proceeded to process a too large and therefore ******** amount from my account. On querying this on your call centre, I received very rude and snarky comments, stating that I had to send proof of payment of the additional payment, even though your consultant had verified it had been received. She also refused to log the refund, stating that the debit order must first reflect in your account. On asking to speak to a manager, she first put me on hold, then disconnected the call.