Terrible service

I am really disappointed by the terrible service by DirectAxis. I called on Monday for a simple thing to get a refund as there was a double deduction in my account end of October which shouldn't have happened. I was referred to about 11 people in one day but still no assistance. I was told to hold more than 5 times and the call got cut to speak to someone from Accounts Department to handle the refund request. All this time using my airtime. I called again on Tuesday, 03 Nov, same story and the Consultant advised she has sent my details to Accounts department and they will call me back, till today no call and no feedback. I sent an email same day on Tues to Customer Care and no one has bothered to provide feedback or at least reach out to me. Can I please have the refund by today please, this has affected my other financial obligations. Surely DirectAxis can do better, the customer service is pathetic and non existent!!