Disappointing Service

I am utterly disgusted at how your staff treats human beings, yesterday for the second time I went into Edgars to claim for my ****** phone, we found that Edgars has been taking 2 instalments for a phone I do not have, I spoke to a lady that promised me a refund and placed me on hold for 1 hour 30min and dropped my call att 5 of which I was told is the time when they knock off. I was still under traumer of being ****** and the lady was aware. Her name is Samukelisiwe at your call centre and she never came back to me