Bad services

Bad service I experienced with ABSA personal loan department. I consolidated personal loan in November 2021. In December I paid the new loan by transfer as it was not deducted. To my suprise in January they deducted 2 Debit orders. 1 was previously closed loan and 1 was the current loan. I made them aware but its seems like no one cares. I got email from Zimkita Cewana saying she is busy with the query and L Harris but to my suprise they close the query without money being reversed. I was told it will be reversed in 5days time sincè the 25/01/2022 but when I called this morning 01/ 02/2022. I was told it will take 7 days. I'm shocked at the service I getting.