PAY BACK THE R500 FOR A CALL OUT FEE I NEVER REQUESTED

I am so disappointed on Protea Metering. During the month of May, me and the lady I stay with realised that when we both buy electricity on the same day, only one transaction is captured on our account. We queried this with protea metering and they said they will reload our credit of R500, as that's the money that did not reflect in our account. A lady called MAHLODI said there's a systematic error when they try to load, so it wasnt reflecting on our account, and as a result they will send the technicians to come do it manual at our complex. The technicians came and found that the credit was loaded and we had units, even though on our account its still not reflecting. Now Protea Metering charged us a call-out-fee of R500 from our available credit on our account saying we requested for a call out meanwhile we did not do so. When I try to get in touch with them they always say MAHLODI is unavailable and she will get back to me whereas she doesn't. PLEASE PAY THE R500 BACK FOR A CALL OUT FEE I NEVER REQUESTED.