Unsatisfied by head office poor serves

I never felt so small in my life Ackermans head office are taking me for a ride. I have made a double payment in my Ackermans account by mistake on the 26th of November 2019 I didn't realize that I made a double payment up until later that day so I called in and they said there are certain documents that I must send through I did send those documents on the 3rd of December 2019 and I stated on my e-mail that they must respond on a different e-mail address or contact me on a certain number. They said the procedure will take about 7 working day I didn't have a problem with that. On the 8th day "I" contacted them to hear what was happening with my request they responded saying that there are document outstanding that I need to send I told to recheck the guy's name was Clinton he then responded saying that everything was in order telling me that Helen Lesley is busy with my request and that it will take another 4 days. I waited for the 4 days and the contact them again none of them even contacted me to inform me what was happening with my account at this moment I'm fuming and very angry because I'm doing follow ups on there work I spoke to one guy that I can't remember his name but he putted me though to his manager who is Garth who promised me that someone or Helen Lesley will give me feedback and that he will cc me the e-mail where he remind her about my situation and asked me to send my ID copy because "they didn't received it" I did that all but no response from them Today on the 21st of December 2019 calling to here what is happening but they are telling that it's going to take another 4 days before they can resolve the matter, keep in mind on the 13th of December 2019 they sent me a statement showing that I did a double payment *** so I asked them why are you guy looking for my bank statement when you can see that I have Transferred double the amount.?I'm must pay my installment before the end of the month but they can't just do a SIMPLE REVERSAL useless bunch of staff not even worried about why I want to reverse the money if they can only be honest and say they can't reverse they money then I would have understood but NO they keep on giving me empty promises they are like domino's none of they can stand on they word. They have wasted my time, money and energy to speak to them I think if Ackermans hire people they must at least let the people go through an interview and a background check because clearly some of them can't read.