Poor service and *****

Poor service,called in to ask for a refund and was told I need to send through a bank statement,asked for a manager to call me back to date no one called me,called in again on Monday the 13th to log a call for a refund sent through documents needed,nothing was done,called in on the 14th to check if my request was actioned,was told by a consultant that they will get back to me they need to check with the person that was assisting me,they did not get back to me,called today 15th March to check if the request was done was told there is an amount to be deducted from the refund,ask why then she told me she can not check since the system went off line. What service is this no wonder people are leaving you guys. Can I have my refund. What practice is this when a debit order does not go through you get to be charged R200 on top of your bill,this is robbing business,how much money are you *****ing from people