Technology People customer care agent treat Senior deaf citizens with disrespect, my human right to speak via email to the CEO is denied

Technology People customer care agent treat Senior deaf citizens with disrespect, my human right to speak via email to the CEO is denied.I need to discuss the report about the services provided. They find it difficult to refund my double payment R360 as requested made early this month. I am blocked when trying to follow up when my over payment is going to be refunded.