Incorrect outstanding balance

Greetings, Last week i complained about being debited without my concent whiles i made a direct payment and a refund was processed now I checked my rain account it now reflects the same amont as i am owing the same amount. Rain Service is terrible and they are **********, i sent an email to the same person i communicated to but he's now mute. I think the next step from here is taking a legal step

Regards Refilwe ***