Brinant unprofessional technical/finance department

Been with them for 2 years. They were great but when it comes to refunds they are very unprofessional. Also to anyone new joining, even if you would like to know a simple thing like where the panic button is, you will be charged a call out fee of R650. The guy said I don’t have to pay upfront, they will debit it. I didn’t know where the panic button on my alarm system was because the previous guys that came to set up said all buttons stay the same (like the how the previous company I was with set it up) This was on the 7th of March 2024. On the 27th of March 2024 I get an sms saying my account is in arrears of R650, I need to settle it urgently. They put a reference on there that I used when I made payment. I payed them on the 2nd of April 2024. Only for them to debit that amount on the 10th of April 2024. I’ve emailed and called, the lady I spoke to from technical said I must put “urgent” in the subject so she can get to it quickly. I waited a week and still no refund, I emailed again and they said the reference doesn’t exist despite me sending a screenshot of it. She asked for my address and cellphone number, I emailed it. A week went by still no refund. I called again. Another lady answered and said she was unaware of this and apologized. She said she will foward everything to finance. A week went by and still nothing. I called again. The lady asked if I rep**** to her email and I said yes and she checked and said she’s sorry she went on leave even though she said I must put “urgent” in the previous email so she can reply to it in a hurry. She said she will send Bradley an email for my refund, this was on the 7th of May 2024. I still do not have my refund. It’s been 5 weeks. The first time I called I asked them nicely if they could refund my money as it was my first wedding anniversary. I am currently not working as I am a first time mom. I am very frustrated and dissatisfied with how things were handled.