Bad customer service and No Turn around time

I work from home and internet is a need. Paid my account and Rain said they could not see my payment and had to pay again with a different bank account. Now they do not want to refund me my one payment. All proof was sent on 02/11/2023 and when I called consultant said they would call me back till today. How long should I wait we don't know but my money is GONE, just wait to be called