Customer communication and refund process

My account was in arrears of R888.08 they let me know via a call from account department, after wich i made a manual payment immedeatly. Come end of the next month my due payment was R650.00 wich is on they,re system to go of on last day of the month, they deducted an ammount of over a R1500 on the 25th(this is the total ammount of both months,even though they already confirmed the manual payment with me). I gave them a call on saterday the 26th september,when the lady explained to me the payment doesnt reflect yet i have to phone back on monday. Now i'm at that point where they told me after my phone call today the 28th, that it will be a 14 day process for them to get to the point where they consider refunding me. this all happened without any vocal or scriptural notice from them that they put me through to collections dept. I have multipal accounts at different companies and they all let me know in some or other form when they are putting me through to collections and they let me know when i'm in arrears as is the legal thing to do. In my eye's this is theft. And a serious offence against a customer as they themselfs confirmed my account is up to date.