Unacceptable service

I have been a very happy Supersonic customer until April. I was debited on a cancelled FLTE account after migrating to fibre over a year ago. I immediately contacted Supersonic and was assured that a refund would be done. Then I was debited for FLTE again in May! I am now due over R1 400. I contacted Supersonic again today, and was told that the refund has not yet be requested or authorised! This is totally unacceptable!