WHY MUST I BEG FOR MY MONEY

I'm very annoyed and disappointed in the service I have received from the customer care agents in the contracts department!

I called in July to make a payment arrangement as I had done an early upgrade. The agent informed me that she could help, and we agreed that the full amount of 13K+ would be deducted in August on the 20th. She explicitly says on the call that the maximum deductible amount is 10K so the debit order might not go through and in the event that it doesn't go through I should make a payment via the MTN App facility.

So as instructed when I didn't see the transaction go off or a pending debit, I immediately paid the 13K+ via MTN App and later got a sms stating I had to pay an additional 900 and something which I again went onto the MTN App and paid. As far as I'm concerned at this point, I have successfully paid all that I owe. To my shock, I go on my banking app on the Wednesday, 23rd of August and find a deduction of yet another 13K+ from my account. So essentially at this point I've paid 27K+.

I later call customer service to enquire about this additional debit and I'm told that the batch file was already processed hence the debit order went through and there is a refund already placed on the system, I should expect my money to be refunded in 7 days.

Today, 29th of August is day 7 and I haven't received a refund so I call again. I was expecting to maybe be told that 'no we work on 7 business days so expect a refund in the next two days etc.' but noooo, I am told that you guys are waiting for ME to send you proof of payment (bank statement). NO ONE INFORMED ME OF THIS UNTIL I HAD TO CALL! I HAVE RAISED A QUERY WITH YOU, YOU HAVE ADVISED ME ONE THING, YOUR SYSTEM RAISES ANOTHER CONDINTION THAT I, UKHO WHO DOES NOT WORK AT MTN OR HAVE ACCESS TO MTN SYSTEMS, HAVE NO IDEA OFF AND ITS MY RESPONSIBILITY TO KNOW.

So if I didn't call today, I would still be waiting for the refund until whatever day I call? how is that good customer service? How do you close a service request without it being fully actioned? Like make it make sense to me because I'm livid and I really am not happy with how this company went about dealing with this!