MTN deducts money already paid to them

Tim from MTN Complaints Management Team acknowledged that MTN took my money and incorrectly debited my account for R783.16. He gave me request number REQ:*** and REQ:*** saying that the problem will get resolved. Now when I phone MTN on *** after waiting 40 minutes to be helped. The consultant Simon tells me that MTN is not going to pay me back my R783.16<br> <br> MTN this is theft. Your customer service is very poor. <br> <br> Please can someone tell me the truth whether or not I can expect to get my money back or whether I should write this off as a bad experience with MTN.