ABSA Unfair client treatment

I made a payment arrangement for ABSA Vehicle Finance to deduct R20 454.84 from my cherque account on 25/09/2019. The deducted as arranged but went further to deduct another R20 454.84 on 01/10/2019. I have since been given one phone number after another to try and get a refund. I was pleasantly surprised by one of their call centre agents who said previous consultants have noted on their system that I was rude and surely this explains why they will not process my refund.