I have to beg for my money back after IGEN Jeffreys Bay charged me double and get treated as if I did something wrong...worst service ever

I changed over from WIFI to Fibre in April and noticed that I was not charged the amount agreed upon. Eventually it was confirmed by IGEN in April that I was being charged for WIFI and FIBRE and that they never canceled my WIFI. So they then said they will refund me on the 28th of April. In JUNE I get charged double again and phone in again (on the 6th) because I have not received any refund. Chanelle, the lady at accounts says that she will arrange the refund and send me an email to confirm. This never happened. Now it is the 22nd of June, I phone in and speak to her again, no apology she instead argues with me about facts like when I phoned in and what amount I am owed. I request to speak to a manager, they always seem to be in a meeting. So she says they will phone back within an hour...it is now 2 hours and 15 minutes and I have received no call or email. Nothing. Why do I need to beg them to rectify their mistake, be treated as if I am the one in the wrong and follow up with them each time on their never ending empty promises. I am now wondering if I will ever get my money back. They have no complaints department, managers are never available when I call and also don't call you back.