Pineapple's customer service sucks

Pineapple when are you going to pay me back the double debit order you made on my insured phone? Your consultant, Philani, said he made a payback request in December when the first double debit order happened and no payment was made. Now it happened again this month in January, still he said he made the request. How long do you resolve calls? Pineapple is dropping the ball in terms of customer service. Really disappointed.