Poor service from a company that does not value customer service.

I have been battling to recover a payment I made via Vox telecoms app for 2 months. I have spoken to Different people in the debtors department as well as sent them email's. They are very professional over the phone but their actions do not compliment their words. When I finally decided to cancel my service with them, I get a call from customer services. I was told that the money was allocated to a different account number. I was assured that the money will be allocated and no more debit orders will be processed. The debit order was not canceled and now they owe me this amount. When I queried this I was told via email that it was being handled by the debtors department and they will deposit the money back into my account. 11 days later and I am still waiting. I can't understand how their is such a big difference between what people say and what people do. I chose Vox telecoms because it was a month to month contract and thought their service would be better than dealing with Telkom directly. I was sadly mistaken.