Unhappy client

Good day

As per email below I have requested a refund and cancelation from rain due to incorrect billing on my account, the refund was done after 20 day of deduction without any communication or response from rain. The billing I opted for was a debit order to my surprise rain is taking my money unauthorized as a payment on my account which I cannot dispute with my bank and we did not agree to that. The consultant I spoke to named Tshepo today at 13:53 is unprofessional and clearly not trained well on client services as he always has to ask someone for all my questions and is giving me false information. I'm requesting a full refund for the money taken as I have never ever used their Sim and wonder why I'm being billed for services I have not used. I'm told I was not specific about the request and at first that same Tshepo said I have not sent or requested any refund,i feel that department is a joke and have no respect to us as their service clients.