I need a refund

Hi Vodacom I would like to know why my account was debited for this month? In the month of October I had made a double payment. My fibre connectivity had been down since the weekend of the 29th of October and I was only reconnect as of 17th of December. When I spoke to a consultant about this, when I was trying to sort out the whole connectivity issue in November, the agent I spoke to advised that she would logg a down time request. I will not go through the call centre anymore because your agents do not update comments correctly and I get **** to... Amuse your selves.. I dare you to to listen to all my calls from the 20th of October to the 13th of December from ***. Tell me if you are impressed with the service you're agents provide. I feel like I have been treated unfairly as a customer. I just NEED my refund immediately. I NEED my debit order to be paid back into my account as of today, I tried requesting a refund in October and I was told that I would have to wait 14 to 21 days and that refund was not processed...