***** wont refund

I have been with Vox since Vuma Fibre came out in my area. I recently down graded my line, no problem with paying pro rata for the downgraded line at all, but I had to hear oh no ma'am, you have to ask for the credit to be app**** for the old speed to your account. This is not done automatically. When asking for a refund, proof of account was sent, only to be told three days later (after following up via phone and no longer emails as you dont get a response) that there was no attachment in the email. You got the email but did not bother contacting me? Now because the agent did not do their part for three days, I am expected to wait as per the normal process ???? Sorry, this is not acceptable and not client sentrix. Next review wont be a good one... since the merge with a FNO, your service has gone down... wonder what is happening