Want my refund and call from manager

Called Multichoice 28/10/2019 because my account has been double debited. Consultant by the name of Kiara(PE call center) was very rude, started raising her voice at me, dead air on the phone and has snotty remarks. I requested that half my monies be refunded, she said she'll escalate the matter to her superviselor/manager and I still haven't received my call 24hrs later. I call again with 29/10 and a lady by the name of nonkululeko answered and kept me on hold for 6mins straight and hung up. Is this the kind of service I'm paying for.