Credit double payment

I don't understand why do I always have to use this platform to be heard and not to be treated like a loyal paying customer. I am annoyed by the poor customer serviceI am getting from Sterns. I had to use this very same platform in order for my cellphone insurance to be corrected now I'm back to fight for a refund which was promised 2 months ago to no avail. It was nice when you double charged me now it's difficult to credit my account as promised. Poppy is ****en usless as she promised to sort this mess put but its 2 months now and I have been waiting for her damn call.