Disappointing handling of complaint

I logged a complaint with Hellopeter a week ago and a consultant called me back regarding the debit that went off my account even though the mrpmobile device was returned. The lady indicated that there was an error and I will be refunded. She emailed me confirming she received the complaint after our telephonic conversation. I have not received a refund or any further feedback even though I have sent numerous emails to her. I attempted attempted in vain to contact her. Very disappointing!!