The poorest service received from Easypay

I paid my fibre line through easy pay. My payment was deducted but said that it was reversed on the easypay website. After getting in contact with one of their agents I was told that my money will reflect back in my account in 72 hours. After 72 hours has passed my money was still not in. When I phoned in another agent told me it takes 7 days, but that agent couldn't even find my payment on their system. The first agent didn't even log my case. They escalated the case today but I must say I have never experienced such poor service from a company.