A bunch of ******

I had a 30 month agreement with the last payment due by 2018/04/01. On 19/03/2018 I received an sms with the balance of R459.13. I went to the store before the debit order date and was informed that there is no settlement - the balance reflecting on their system as well as R459.13 is the balance outstanding. When the debit order was presented an amount of R540.01 was taken from my account. I went to the store on 2018/04/03 and was assisted by a very rude lady Phindile and a white gentlemen that didn't identify himself. I was told to bring a bank statement for the credit that reflected on their system as R80.96 and a refund will be done in 5 working days. I was also told that I had to phone head office for a paid up letter. To date I have not received my refund and when phoning the store I was informed by Phindile that now there is no refund due as the balance was written off against the fees. When addressing the head offices I was informed that the settlement amount is different from the account balance - how is that possibble as a settlement is usually a discounted figure. the refund is only about R80.00 but if I shortpaid them by R80.00 I would have charged interest so why can I have my refund back. If this procedure is repeated with all the customers that are actually still paying their accounts are we making up for the I don't know how many that is simply not paying their accounts any more. I just want my refund.