Refund Dispute

I've logged numerous queries more than 3 weeks ago and still no one via the WhatsApp chat function or telephonically can give me an update, just that my refund dispute is still ongoing. Before this months payment, my January 2024 fibre installment still showed outstanding on the app, but the debit order went off in January. I even submitted by bank statement to the WhatsApp line but no further communication. Beginning of this months I was charged for the January "outstanding" amount that was never allocated to my account, and the current months instalment, so I essentially paid double for January.

Please investigate this, I am not getting any answers from anyone