********** services!!

On the 24th of March I made a payment as I usually do and realised I forgot to include the arrears I had previously on the account. I made another payment to cover for the arrears only to pay with an extra zero. I called immediately and informed the agent of what had happened and was advised to send the POPs for the refund to be processed. My incident was supposedly logged and I was told to expect my refund. I called in again to enquire about the process only to be told to resend the documents again as there was nothing logged. I comp**** and was told it would be processed and that I should wait. I received an sms stating that my refund had been rejected due to my other account being on collection. Howwww when the money is literally there!! I called again and was informed that it would be sorted and my refund will be processed. Today I’m trying to use my internet with no response, I call in and I’m told my account has been suspended. Again I ask how when I’ve made the payment, covered the shortfall and am still waiting for my refund. The agent who assisted me tried to say a lot of nothingness then went quiet for about 10 minutes. Probably hoping I’d hang up. She comes up with a resolution that would not only leave me without internet unit the first of May, but still won’t be clear as to when my refund would be sent to me. I am so sick of this and your rude agents. I want my money because I can clearly tell you’re delaying this so that it falls into next month’s instalment! You will not get away with this!