Poor and disfactory service, absolutely pathetic

There was an error with a payment which was made in the 15th December for my tv license. I incorrectly made a payment with the incorrect amount. I have made contact with the relevant department and to date there has been no acknowledgement or correspondence regarding my query. I am in need of a refund as this is a large amount and I have been waiting far too long for a response. I am disgusted as I have a mail trail and I have tried to call but to no avail. I need this matter sorted out urgently. It truly is a matter of urgency. This service is despicable.