Pathetic *****ent Telkom

I paid my monthly invoice on the 25th of December, and Telkom debited my account in the 31st for the same invoice. Since the 1st of January till today, Telkom has been giving me a runaround for a refund. First they claim I received the refund, then they claim I did not request for it. I asked the agent to escalate the query to her manager and cc me in the communication, I'm sad to say my request fell on deaf ears. It's been good being with them, but after this experience I going to move on to another network because they are pathetic and **********.