Where is my money

WOW.....overbill me, waiting for refund for two weeks now, still no payment, called this morning because I want to know what is happening, so this consultant told me I must reverse the whole amount, i asked her, how can i reverse the whole amount then there is no payment for the month of September.....apparently there was an update on the price lock accounts or something and that's what causing the overbilling but to wait two weeks after one consultant told me it will take 3 working days and no one is getting back to you, not on