Very dissatisfied with your way of handling your own mistakes

Good day, I would just want to express my disappointment with Edgars in regard with feedback on the accounts department. There was a balance on my account for airtime that has been purchased. The first time I noticed this was when I started getting phone calls regarding a outstanding balance on my Edgars account. I queried this, and that was when I noticed it was a airtime purchase for a cellphone number that does not belong to me, nor do I know the number. Edgars could not help me with this query because the airtime is handled by another department (RMCS). Numerous phone calls to RMCS and still no answers as to how the balance got onto my account, and also no return call from the accounts department as promised. I then searched all the email addresses on google for RMCS and sent an email, then I only got a response stating that the refund and cancellation was processed. Today however I found out that the the total amount was not refunded and that I have been blacklisted. I would seriously like answers as to how we are going to sort out his matter. I am in the process of a bond application and now I am sitting with a bad credit rating because of your incompetence. I really feel this is very unfair as I have phoned customer help lines asking for a letter stating that this was an administrative mistake from your side and not my own negligence. I need to provide the bank with this letter to be able to move on with the application. But once again the only feedback I have received was that they cannot help me with such a letter all the letters are automated and they cannot write a letter on a letterhead, I find this very hard to believe. Hopefully I can now get into contact with someone who can actually address this urgent matter. You are playing with the livelihood of innocent people here surely you should be able to rectify your own mistakes. Your urgent response will be appreciated.