MTN Terrible customer service

MTN has debited my account in error on the 20th of Nov 2020. Since then I am getting the run around from the Cresta branch and contact centre. No one can give my a proper answer with regards to a refund and whenever I ask to speak to a manager , conveniently he or she is no available Below is the message I recieved without my query been resolved, how is this possible I must say MTN is totally useless and quick in taking people's money

Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.