double debit and no refund!

I was debited on my account twice. I phoned in on the 18th of January and eventually the 6th person I spoke to saw what was wrong. She gave me a case number (***1) and said she'd get back to me asap. It's now the 27th of January and not a word has been said. I also asked for a copy of the voice recording of the conversation with the sales consultant from Mobiletalk and no-one has bothered to contact me or send anything. Worst service ever! The consultant who said she'd send me the recording was Lilian Goba.