Poor customer service

I am so tired and disappointed in MTN, their system was not working to debit me so I was told to make an eft payment for my cellphone contract, i made the eft on the 28th of November 2023 and the payment has not been able to be allocated till date, instead I was double debited for the month of November and December i have sent the proof of payment via email numerous times for the payment to be allocated, i have emailed, called, I have a reference number from the billing team because there is no direct line and a ticket needs to be created in order for me to get assistance the ticket was closed today with no refund or update and the agent states there are no notes. I have emailed numerous times, emailed the below people phumzile N, jabu d, nonjabulo t, elisa k, SVC_mtnsiya and still no refund after a month