Terrible and ridiculous service

Ticket #205404 I literally getting terrible service from FASTA, i had settled my account but was still debited and i understand that the debit was already sent to the bank, i queried and i am supposed to be refunded, i logged a ticket with them and they confirmed that i wil l receive my refund within 3 to 4 days and still nothing, i keep on logging tickets with their support and they are closing them without any feed, i'm literally disappointed and will stop using their service