TEAMLEADERS MAKE PROMISES AND CANNOT KEEP TO IT

I downgraded to the Family Bouquet in July 2015 and was told that my account will be debited for the family bouquet in August, which did happen correctly, However in September my account was debited for the premium bouquet. When I called the Call center on 23/09/2015, to request my refund of R500, the so called Teamleader Sello advised he will need to find out from the financial department & get back to me by 1pm. To date Sello has not got back to me. I called again later that day only to be told that Sello may have left for the day or was in another building and the agent I spoke to Mbali advised that her teamleader approved the reversal and that the money would be in my account on Friday the 25/09/2015. Its Monday 28/09/2015 and still no refund. Why make promises that cannot be kept???? *** and ***. I will be surprised if someone does call me today to sort this out.