Nonsense service with *********** personnel

I have contact Rain one and pay R559 monthly, now on the 1st Rain debited R959 on my account. I called their office to request for refund for this wrong billing. I'm told I have ask for level up, I asked the consultant when according to records did I ask for a level up because I have never made such request unless my account is hijacked by someone for some reason. He then says he is sorry it was their mistake however I have to wait for the other departments to call me and he does have a time frame when they will call me back.

I need my refund now R400 because other debits will not be able to get funds die to their mistake. Unfortunately I will be liable for the bank charge's therefore. Please can rain stop logging message for us and rather transfer us directly to the department in question. I need my money now please.