Unproffesional

Telkom decided to debit on a day of their choice found no money i paid them via transfer and they still debited so when i ask them to refund me they said it will take 74 ref: ********** 5 hours which i waited patiently for my refund and now when i speak to lerato ralehodi who did not want to put me through to the complains department insisting he is the compalins department he is now telling me i owe telkom and they are not refunding me i find that very unfair and unprofessional