I WANT MY REFUND

I paid my account manually on the 23rd of October and Vodacom double debited my account at the end of the month evn though they said they wouldn't. I asked for a refund they said I should email my POP which I did. I called to check the progress they said I should fax my bank statement which I did. I was told twice that a work flow would be created which it wasn't. It's the 31st of October now and when I called them ONCE AGAIN this agent says I should fax the POP which I have already did 5 days ago! I asked to speak to a manager they put me on hold then cut my call. Can someone who is competent please take my case and GIVE ME MY REFUND! I'm sick and tired of calling Vodacom and getting a different story with each agent