Double debit of account with no notifications

After taking out a loan in November 2015 with african bank, my first debit went off on the 25-11-2015. On the 14-12-2015 another debit for the same amount was taken off my account. I had not received nay notification of an early debit either by sms, email or telephone. Upon trying to rectify the double debit, i was told that the only person who could help was a lady named Thembi Tshbangu. I was given her email address to send through my query as well as a bank statement proving that my account was double debited. I duelY did that at 09h00 on the 15-12-2015. By 14h00 this afternoon, and i had still not received any feedback, or call back regarding my query. On calling the call centre again, i was told that nobody knows who this Thembi person is....after my insistence that she does work there, i was told to leave my name and number so she could call me back. When i insisted that i need to talk to her, the phone was put down on me. Unfortunetly i did not get the call centre agents name. Unacceptable customer service, exhausting experience, dealing with staff that have no clue as to who works where and how to sort out a query. Seriously, ALL I WANT IS MY FREAKING MONEY RETURNED!!!