Time wasting Lairs

Phoned in to report a double payment and were assured that the money will be transferred back into my account within 14 working days. well its 15 working days later and when i phoned to find out the story is that they need proof of payment of my payment made to them even though they can see the payment clearly on their system. Ive also phoned in since the time ive logged the qeurie and ive be assured that its had been logged and they can see its scheduled for payment and not once did anybody say anything about proof of payment. they are quick to deduct money but to get it back is a mission. if you phoned the number which they provided me , I get transferred the whole time and each call lasting at least 24min and sometimes i just get cut off. Im definitely looking for a different service provider ASAP