Poor Customer service

Was requested to pay an amount of +-R3500 into vodacom due to the change of Debit order date. Vodacom confirmed the amout was in there account. Vodacom still double debit my account logged are refund request ref nr 1- ********** ********** . they also asked for a proof of payment that was send on 8 March 2019. Monday the 11 March 2018 followed up on my account refund and i was advise that POP must be in a PDV format that a was send to same email address at 12h25 at 1**** i recieve a SMS stating my querie has been closed. The problem remain unresolved relogged a request with a Lady Ayanda to send a email to Sanele with no ref nr .. How log would i wait for the refund but double debit order can be taken immediatly .................