Refund not paid

Month end of April i was debited extra on an account over due account that I have. Called in for a refund to be done and was told my payments didn't appear and would have to wait till Saturday then my refund will be done by no later then Tuesday since it only takes 48 hours. <br> <br> I call in daily for assistance and communicate with a consultant via email to assist further which got me no where. <br> an email is sent that my refund was done on the 6th May. Friday I call to inquire and i am told i was meant to send my bank statement, called again today the 11th May still with no money in my account and being told to hold on the line for over 10 mins with nothing. Seems there isn't a process being followed <br> <br> This is appalling service