Imcompetent helpdesk and call centre!!! Cancellation of bet

I called your helpdesk to query why my bet was refunded after i had won a quartet. The consultant told me that there was no quartet in that race, which is untrue as i have a bet confirmation from hollywood bet via email. Whilst on the call for 20 minutes from my cell, i was transferred to the betting line without any notification. I asked the lady to transfer be back to the previous agent, i was rudely told to dial again. I sent an email to the helpdesk with my query. The response was that the quartet was a system error. This error should have been sorted out before the race. I do not accept this explaination. i do not think hollywood would accept any errors from my side after a race is run. Kindly make payment of the refunded bet as this was an error from your company. My account number is 963432. Very disappointed with the service i received.