Pathetic service

By far the most pathetic service ever, I have been sending requests for a refund since Monday, both my ticket id's (525483 & 517810)have not been actioned, Finchoice debited my acc on the 25th like they normally do then the acc was settled in full via consolidation on the 27th, consultant claims she can see the full payment on the account but I must still send a Pop, I sent that through and to date I have not had any response. Today I login and see that there was interest charged on the acc dated the 31 Aug, why would there be interest charges on a zero balance? I don't understand what's so special with Finchoice, my other acc refunded me without me even having to request a refund. I'm never using Finchoice ever again, why do I have to beg for money that's owed to me, if tables were turned they would be irritating me with endless phone calls. I'm going to take this up with the fais ombudsman.