They refuse to refund me after promising to refund me. I have provided all required documents but still Mandisa S demand a payment from me before I can get my money back

I payed for my service for this month of August but I was disconnected. I logged a complain with them and they requested pop and bank letter so they can refund me. Today I was told by Mandisa S that they can't refund me unless I pay again. Webafrica is bad every month there's issues with them. Very bad company