Refund

So after my on going process of getting my refund back jet call center gave me a call and the lady said that R250 is being refunded. I decline because the refund amount due on my account is R1100 she said that she will come back to me. Few days later a sms message came through that R499.8 was refunded and it will reflect on my next statement, I email them to ask what is this cat and mouse games. I'm upset I want my full amount worked on the statement that was emailed. No response I went to the store to pay my account and I saw that the R499.8 was already added to my account with out my permission. All I want is that they refund my full amount of R1100 like on the statement and communicate with me. And to stop doing they own thing with out my consent. As I did not agree on the R499.8.