Pathetic service

On the 11/12,I called to check if my telkom was up to date. I was told it was past due. I asked if I made a manual payment if my account will be debited or not and the consultant told me 'No Ma'am you will not be debited. So I paid the past due and for the current month. On the 15/12 I was debited the same amount I paid on the 11/12. I called and spoke to a consultant was he sounded like he didn't know what he was doing. I requested to speak to a manager and a lady named Audrey Rampersad came to the phone. She apologised for the bad service I have experienced and she said she could see the payment on the 11/12 and she said she will wait for debit order to clear and request for a refund. on the 02/01 I recieved an sms to say your case has been resolved,please call this number. I call them today and spoke to Minenhle. He told me that the money was paid back to my telkom account but not my bank account. when asked why it was not refunded he said he doesnt know. I requested to speak to a manager, I held on the line for 20 minutes before Sakhile Ngobese cam to line and he told me he is not sure why the money was not refunded but the process is the money must be paid in my account first before it can be refunded. I asked why was I not told about the process on the call with Audrey and he didn't. It sounds like the people you employ are either not sure or simply dont know anything.Please get your act together because the service I'm getting from your company is appalling and I'm still waiting for my refund??