TERRIBLE SERVICE FROM 3SIXTYLIFE

My account was debited twice on the 25th and 26th of April 2025 because of an error they experienced. I received no communication and picked this up today, 7th May 2025. I called them and was told about the internal error that occurred, they claimed to have sent an sms to my number but I never received one. I asked why they did not refund me when they realised what had happened, I was told a refund takes 3-7 days and that my matter would be referred to the relevant department. I asked for their complaints email address and wrote to them immediately afterwards. Their response was that I need to provide them with a certified ID copy and my bank statement in order for them to refund me because "the segment dealing with refunds is different from the one dealing with collections". How is this my problem for their own internal error? Why am I being inconvenienced further when they should have just processed a refund to begin with when they realised what happened? None of my details have changed, why cant they just reverse what they did? Now I must go to a police station or Commissioner of Oaths to certify my ID because of their mistake?