Awful customer service

I have tried several times to contact this customer service team, I have been double debited, which was acknowledged by a customer service agent , I was promised a refund then notified it was rejected , since then I am unable to get through , i called the contact centre and was on hold for 3 mins , not able to get through, I got through to the sales team in 15 seconds and informed that she us unable to transfer me ,really angry as I have been a customer for a long time with an above excellent payment record.......