Wrong payment

I am horrified at the service i have been receiving from vodacom, last month my monthly payment didnt go through and no one informed me and when they did at the end of the month they said i needed to pay within 5 days which i did. Then this month came and they decided that they would take off a double payment because according to them i hadnt payed fast enough, and then when my husband called to sort it out after 20 min of explaining everything they finally said they would give us back the money and we should wait 7 working days before the money will be reflected in our account. Today is 2 weeks after we have placed the complaint the money was still not in our account so we called Vodacom again and they have now told us that our complaint was not filed correctly and we now have to once again wait 7-14 days because of the error of their staff and as a normal person who works off a budget we can't afford something that is not budgeted for. Please can someone get back to me by the end of the day with how we are going to resolve your staffs mistake.