They don't want to pay my refund back!!

I am utterly annoyed with WebAfrica!! Last month my account was paid twice, I since contacted the customer service department and communicated with several people to assist me in getting a refund of R399. I had to send the same information to several people and yet still no resolution to my query. Today my account was debited. I honestly don't understand why I am not getting my refund. I've been using this service for a while now and yet this is poor customer service. The Whatsapp service is not working either???