Unaccountable ********

Billed twice for a top up I made and I have been left on the phone for close to 2 hours with no help. 2 agents have picked up, one who made me rejoin the queue and the other who asked for proof of payment, which I emailed while on the phone with. Upon receiving POP I was told to hold with no response onwards, except the telephone playing a record of "please hold while we transfer you to the next available agent."