Double debited system error on Absa side

I'm writing to express my extreme disappointment with the service I received from Absa Vehicle Finance, starting from June 25th. A system error caused my debit order to fail, and when I called to inquire, the agent I spoke to was unprofessional and insensitive. Instead of investigating the issue, she blamed me for not having sufficient funds in my account. When I questioned her remark, she hung up on me. I called again and spoke to another agent, who acknowledged the system error and loaded a new mandate. However, I was unaware that a double payment of R4,400 had been deducted from my account on June 27th, leaving me in a difficult financial situation. On July 2nd, I submitted a bank statement to an agent, who promised that a refund would be processed. Unfortunately, it's now July 4th, and nothing has been done. When I called again, the agent I spoke to said he couldn't assist me because management had left for the day, despite seeing the error and the pending refund in the system. I'm shocked by the lack of empathy and poor customer service I've received, especially considering I've always made my payments on time. I'm seeking a resolution to this issue and expect a higher level of service from a company like Absa Vehicle Finance. The experience has left me feeling frustrated and disrespected, and I hope that something will be done to address these issues and provide better training to staff.