Pathetic service

I have overpaid my account almost two weeks ago. I contacted them to arrange for them to reimburse me. I've called the call centre too to ask for the way forward, which was rude. I sent an email more than a week ago with proof of payment in order for them to pay me back. They have not yet acknowledge receipt or provided me with feedback as to when payment will be made. It's funny that if you miss a payment they are quick to call you and want to hand you over. But if it's them, I don't know how long I'm going to have to wait. Pathetic service. If I could give a rating of -2 I would.