Appalling Service

Good day

I have been struggling to get a refund from African Bank after they over debited my account, I made a payment arrangement and for some reason, they over debited for the month of January 2022. I then called the call center and was told the refund will be processed in 72hour and I received a sms confirmation stating so with reference number ***. I then received a call and was told due to my phone not getting pop-up messages to accept some authentification messages I must go to the branch. I then went to the branch yesterday (1/02/2022) and explained that I was sent by the consultant that called to finalize the refund. The lady at the branch then called the call center and they hung up on the first call, we called again and the second consultant was just unhelpful. She advised that I need to update my details online which I do not understand because I was at the branch with my ID and POR and none of my details have changed, if they required me to re-FICA why could it not be done at the branch? None of the call center agents or people at the branch seem to know their job because I wasted air time calling and my time going to the branch in Balfour mall. Can someone just let me know what needs to be done for my refund to be processed!!!!