Not Wanting to Refund my Money and Pathetic Customer Service (Double charged me)

I upgraded my fiber line on the 4th of March from 50mbps to 100mbps. The upgrade took a day and was a smooth process. On the 1st of April I was debited double! For both the 50mbps and 100mbps lines. I understand we're in strange times right now and that mistakes happen. So I tried calling Vox the next day and was unable to get hold of anyone after numerous attempts.

I then used the mobile app's chat support and engaged with a lady who was not very polite (I thought I screengrabbed the chat but it appears I didnt) and told me a request will be logged with the debtors department to assist me. I asked if someone would contact me and she said yes. Very robotic with zero emphasis on politeness or customer service.

Day 2 rolls up (3rd of April 14:00) and I havent heard a thing. So I use the app's chat system again and connect with Zelma Jooste. Once again it seems I'm chatting with a robot and there's zero focus on being polite or on good customer service. After explaining the big financial effect this has had on me. She releases information bit by bit. Firstly that there is an incident logged for me, secondly that it needs to go through various departments for approval, thirdly that I need to provide 3 month's bank statements IF I WANT A REFUND. Are y0u serious Zelma Jooste??? Of course I want a freaking refund... it's over R1000... we're in a global financial crisis!!! And they want bank statements for a mistake THEY MADE and from an account they've been debiting me from for a year!!!!

This is pathetic. I want my money and I want it now. I will be leaving Vox as an ISP in a damn hurry. They have no focus on customer service once they have your business.

Zelma Jooste and co, in a time when we need champions in the service industry to make just that little bit of difference in people's lives, you are an absolute failure and dissapointment.