POOR AND PATHETIC SERVICE

I requested premature cancellation of a contract. I paid the amount quoted, and emailed the signed premature cancellation form, the POP and my ID. The next day I called them and they confirmed everything has been received and in order and the number was converted to prepaid. Next thing, the same amount I ALREADY PAID appears on my statement two days after I made the payment. When I called the customer service desk to query, they couldn't explain why it happened and transferred me to the early cancellations department. When the early cancellations department investigated, the admitted that the quote was paid in full and that the amount should not have been charged to my account. I spoke to Marcel in the Premature Cancellations department who confirmed this fact. Another agent called Kelebohile kept me holding on the phone for almost two hours - she could not explain why they debited me twice, she cut me off twice, I had to call her back for feedback. She did not come back to me to apologize for the long wait - I think she either forgot about me or she purposely left me holding on. I can't speak to a manager - there's no such person working there. I can't speak to someone in the accounts department, there's also no such person working there...