Not processing refund and not responding to emails.

November 1, 2017 was my last bill with Vodacom. I paid my account (R478.49) on October 30, 2017, forgetting that I have a debit order. November 2, 2017 they debited my account leaving me in a credit of R478.49 which wouldn't be a problem if that was not my last bill. I immediately called up customer service explaining the situation, she then told that she would log a refund request (1- ********** ********** ) and that I should allow 7 business days. November 14, 2017 I called up to get the status of my request they then told me that I needed to send a copy of the payment made in store which I did that same day. Also they sent me a message with another reference number (1- ********** ********** ). November 15, 2017 they sent me a message saying that query (1- ********** ********** ) was resolved and to send proof of payment to ********** which is what I did the day before but regardless I forwarded the email to them again. So again I waited and yesterday I received a message stating that query (1- ********** ********** ) was resolved. Yesterday was the 14th business day so I decided to send another email asking about the status of my request but still no response whatsoever, not even an email acknowledging that they've received my proof of payment about a week ago. At this moment I still have not received any funds and it is currently the 15th business day. I understand that I messed up by paying the account initially in the store but what is it for vodacom just to educate their staff about direct debits? Why not check with the customer before accepting the payment? I'm fed up with needing to contact them and not receiving any response. It almost feels deliberate because that was my last bill.