REFUND AND SETTLEMENT LETTER

No response about the refund and paid up letter for my Husband's account that I have settle and emailed and sms the proof of payment,today is the 7th and still no feedback from call centre.we requested the settlenet letter and made payment on the 28 on the 30th they still debited the account which we understand that it was already loaded,but please can we be refunded and get the paid up letter.i have tried to call the call centre but their lines are not going thru.