refund not being done!

poor service, I have had my account debited twice and requested for a refund into my banking account twice, this did not happen and constantly when I call in I get told that it has been refunded into my Vodacom account, when I speak to customer care and they say I must speak to accounts, I speak to accounts and they say I must speak to customer care, no one wants to assist me with the matter of refunding my money into my personal banking accout.