Bad service!!!!

I spoke to someone on the 4 January, advising me that my refund has been processed as I made a manual payment due to MTN sending me a text to make a manual payment as my Direct Debit failed. I received this on 2 Dec 2020 and when calling customer service they advised me that my direct debit isn’t active and I need to make manual payments on my mtn app. On the 30th Dec I made a payment on my mtn app and payment went through as I got a confirmation email as well as a text notification. The 31st December a direct debit came out of my account. I then tried getting in contact with the customer care team and was not able to get through to anyone until the 4 January. I then spoke to a customer advisor about my refund and she advised me this will be processed and provided me with a reference number which is “*** ref number 7 days refund” and advised me it takes 7 days for the refund to be added back into my account. I even made sure they had the correct banking details. I then received a text advising me that my case has been closed with the same reference number on the 5 Jan 2021 assuming everything is sorted. I then called back today 22/01/2021 and spent 20 mins on the line with an advisor that placed me on hold 4 times throughout the call and spoke to her about 5 mins max throughout the 45 min call as I’ve been on hold the rest of the call which I feel is extremely unprofessional as I work in customer service for a cellphone network provider the same as MTN and I have never ever experienced customer service like this before. She advised me that I need to send proof that I made both payments even after she advised me that I’ve got my direct debit that came out and a credit on the account for the manual payment I made before my refund can be processed. I advised her that I start work in the next 15 mins and this was at 9:45 22/01/2021 and she again placed me on hold for the entire 15 mins which is utterly disgusting and I am really upset as I was misinformed the first time I called now I am getting told that I need to send proof before I can get my money back after advisors have been telling me I’ve got a credit on my account because I overpaid. I am really upset and I want this resolved ASAP as the money that was taken initially was meant for someone else. I would really like this resolved and I do expect compensation for the mess up on MTNs side as this is not my fault but theirs.