MTN - REFUND?

Unfortunately I don't have a good review today, I have an account with MTN, in 2018 I had ***** on my account, I then chose not to have a debit order but paid via EFT, never failing, they changed the cash payments to every 21 days which I could obviously not honour & was forced to go back to debit order, they were unable to allocate May & June payments & double debited my account, however in the interim they found the payments, I am struggling to get my refund out of them I contact them about ever 2nd to 3rd day I am not getting any joy in this regard.