Poor customer service

In June this year I moved house and at the time I called Vodacom fibre to cancel my subscription When I arrived at my new house I called them to take out a new subscription as that was the procedure they said. But little did I know that I was going to be billed twice for Openserve and for a vumma tel. I need my account to be credited urgently with the double charges. This matter is dragging on for too long and all I get is please be patient your matter is being investigated. How difficult can this be when all the notes should be on your systems.