I wasn't my refund today

I am one of the client that makes payment on the 29 of every month. I have opted for Cash. On the month of July 29,2020 I went to the pay my account as normal and later that I was debited which was a shock on my side as I never opted for that. I call them on the 30 July 2020 and I was on the line for hours but I was advised to send proof of my ID and banking details. As confusing it was I sent my banking details because I was asking my self who gave them at the first place and who consented for them to debit. I did what they asked me to do to get my money back. Email was received by Cleopatra Dlovu and I was advised about 7 working days. I followed up after those days still the was no resolution. I spoke with many unprofessional consultant that were making empty promises and holders my hours on the line for nothing. To name fees Phindile Ridala, Portia Motlala and their manager Item Simango which made a promise that I will be paid. I am being advised everything time that my refund has been processed till today. Today I spoke with one of their unprofessional consultant named Nadia which she acted like she was doing me a fever by following up on my query.