Mtn poor servive

The worst bar experience I made a query of a made double payment.. I asked to be refunded.. They asked for bank statement and of proof of payment iv sent it to Noluvo gwebushe and Pascaline mo***eng the other is amkelwe but everytime I call they tell me all those pple have not made my query.. The service at mtn is very much unprofessional yesterday I made a call to do a follow the lady I was on a call I don't understand if she runs a day or what.. They were kids crying and playing worst part she hanged up my call to attend a crying baby what's al this.. Can my matter of being refunded be attended