Bad customer service

I had processed a payment to MTN after receiving a SMS to say that payment has not been processed from out accounts. I then went to an Mtn store to make a manual payment. I then sent an email to customer care for the process of a refund. Someone would say sorry for the delayed response how can we help you? When you reply they go dead silent and no one responds thereafter. We then received and SMS after to say ignore the first SMS, how after I have made a manual payment. Can someone call me to assist with the refund.