Refund my money

I received a telephone call from a lady who said she will forward my complaint to Legal wise, legal wise in turn sent an sms/email stating should I want to escalate my complaint I should call them, that's totally unacceptable, why cannot they use there resources and call me there client, its obvious as per my previous hello peter complaint I need them to fix it as once again on the 5th (yesterday) another R96 went off, when are use fixing this and refunding my money.