If you have been using it for two plus years and this is the first time this is happening, then probably it was just some simple mistake. Chances are that the money will be deposited back into your account soon.

As to the lousy customer care, that is the reason why I burned my vodafone sim card. Qtel is better any day and they do offer competitive rates. But I should confess that they too started focusing more on customer care only after a group of Qatari and exaptriate customers took them by the horns.

My advice, don't lose your cool. Keep the statement, tape any conversation you might have with the customer care agent (they do it to you for 'quality assurance', so why not do it back to them?), note the time and number of times and give a detailed complaint to the concerned authorities.

You'll be surprised with the results. Have a little faith !