SmartAdvance - Terrible Service & Staff

This is the 2nd time that Smart Advance has over debited my account on my final payment. Calling the call centre is a waste of time and infuriating. They take forever to answer the phone and when they do, they can never hear what you're saying. I finally got hold of a call centre agent and she told me she will escalate the matter to "collections". Nothing has happened as yet. I have not been refunded. I tried calling again today and was told that I am being transferred to "collections" and the person ended the call. I will be escalating this matter to the Ombudsman and laying a complaint with the NCR.