Poor service from refunds

Poor service from there consultants , they debt your account for the wrong amount and don't refund you , In January 2023 charged me R849 they said they providing me with a 100mbps line which never happened I requested a refund and asked for them to change it back to my R399 package of which was not done and again in February they deducted R849 and I requested and refund again of which they are not processing and you phone there help line and waiting for hours for assistance and nothing gets resolved you got to keep calling and when you ask for a manager they never put you through to one