Bad service by Micheal

In September they deducted more than they should called twice i was given Ref number and i was supposed to be refunded in October but nothing so today decided to do a follow up a consultant by the name Michael was assisting me did not even wanna hear what i had to say or take the ref that i was given last month but keeps telling me "its unfortunate" and on top of that he place me on hold for more than 20min just to get his team leader on line worse is that he never came back to me he then hangup the phone and when i was placed on hold i was not even told to hold, the tone he was using takes the trophy. They have this bad customer service as they know that no disciplinary action will be taken against them as they rule them self and forgetting that they are damaging the brand that place food on their table.