Unprofessionally, bad experience and ****med out of my money

Horrible experience, was double debited and on an account I had not saved to use with them only used it for a once off payment when upgrading my plan from 4G to 5G. Communicated with the chat team querying my account and was promised a callback which I did not receive. When I called I spoke to Josh, ref ***6 one of the agents that admitted that I was not the only one double debited and he will escalate this and promised I will be called back the next day which this was 3 days ago, no callback or refund.