Absa incompetency

I app**** for a payment relief which was approved by Absa. However every month the money was debited from. My account. And I was advised that I should do a reversal of the debit order in the bank. Last month was supposed to be the last month of the payment relief but instead double the money was debited. I was advised to call in and the incompetence must really start from the top because the majority of a business cannot get it wrong so wrong so often. I was told that the money would be credited back into my account 24/48 hours later. 48 hours later I am being told that it was processed and that they do not know of the person doing that was working or not and maybe I need to do a follow up in Monday. In such times where people have the luxury of working from home and decreased hours, how are you not able to assist a client at 08:30 in the morning!!!