Wont refund money

Hi. In November I went to see G4S to let them know I want to cancel my alarm as I did not have the money to pay for the yearly levy. I was told by Faie that I don't have to pay that R342 levy as it is included in the R199 I pay every month so I said they could leave the alarm on. On the 2 December '15 they took the R342 off leaving me over drawn at the bank. The same day I went to see Faie and she contacted Bernadine Morris and Bernadine said they would refund me the money on the 10 December, when my money wasn't in they said it would be paid the 17 December as money can only be paid out on a Thursday. Well after I didn't get my money the 17th I phoned Faie and e-mailed Bernadine. Bernadine said she would sort it out and get back to me, well that was on the 21 December'15. Since then I e-mailed her twice and I have still not heard anything from her. In the mean time I now have bad credit at the bank because of G4S. PLEASE HELP ME!!! Bernadine's e-mail address is [Email Removed]