Very Disappointed Customer

On the 25th I was given an option to make a partial payment for my account. My debit order is due on the 25th. I paid R169 for partial payment and was told that on the 25th of August they will debit R339 plus the remaining R169. To my surprise on the 31st of July I was debited again the R169. I called and logged a ticket ***4 and was told that the refund will be processed within 10 working days. I called again today 12 Aug to make a follow up and I am told that there is no refund due to me. The manager failed me as a customer and I was told that the reason why billing did not get back to me it is because there is no refund due. I am very disappointed with the service and I want to cancel my services with rain and go elsewhere.