My wife double paid a bill, then the extra payment...

My wife double paid a bill, then the extra payment that she can prove came out of her bank account, was never refunded nor was it posted to her account. After numerous phone calls and numerous times that they hung up on her, they still have not resolved anything. This is by far the absolute worst internet/ customer service I have ever had. With today s ability to email and post things to the internet, they gave my wife a mailing address to complain to. This is not over optimum.