Refund of R649, I need my money

I have paid Rain in order to restore my services, to my surprise they made me pay a pro rata of R133 even after paying the amount of R649 for re-instatement. I have spoken to different consultants telling me different stories. The last one by the name of May, hung up on me. After paying the pro rata for the new router the last lady I spoke to from their sales department by the name of Pinki told me I will be re-imbursed my R649 only to be told today that I wont be getting my refund. How do I pay for a service I never received. Hope this reaches higher management because I'm not happy about their service at all. I want my money back.