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I paid a bill twice and after numerous calls , chats, etc. and can't seem to get my money back

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I paid a bill twice and after numerous calls , chats, etc. and can't seem to get my money back

no matter who I talked to I could not get my money back even though I was told I would receive the 

extra money back.  I can't seem to  get any satisfication although I spent hours and hours on the phone and told this issue would be resolved.