Urgent Feedback and Refund Required

I have been calling the call centre for feedback regarding refund from 2013 for income band change to highest. Call centre informs that i have received a refund of approx.R800 which is correct however i have paid roughly 4 months R3000 instead of R1500 so how is R800 a correct refund figure. i then emailed discovery info on the 17-07-2015 and to date have not received feedback. i called the call centre today for feedback and after been on hold while they read all the emails i eventually dropped the call. they did not even try to contact me with feedback. very quick to take your money but cannot even give you an excuse for why i cannot get my refund. please can i have my refund or details for long term Ombudsman.