Bad service

Since i jave complained about Matrix bad service on the 24 Dec till today it was not resolved. Instead the same Thando Matthews is still ignoring follow up question with regard to my refund.

To top it up, the consultants are busy harrasing me with a non payment for Jan that was actually organised by one lovely lady (forgot her name) saying i dont have to pay since they are owing me a refund.

Matrix, i need feedback on how far is my query and has atleast the refund been allocated to the future debits and also a stament reflecting that.