Incorrect billing with extremely bad communication between departments and follow through

I have been wrongly billed and debited for a services that was not provided, guess what there was a line at the premises already! I have been trying unsuccessfully via the only means to communicate WhatsApp. I get put through extremely fast from one department to another without any joy...and then get promised a request has been logged, and then just get screenshot of credit has been declined we're still waiting on ops to confirm that there was a line... guys get sorted.