Poor and bad customer service

I have 2 active loans with African Bank and I pay the separately - 1st R566.68 2nd R810 and the 1st loan has errors so I was called to push the pay and I arranged with the consultant to add some amount on R566.68 to be R800 and the in total I will pay R1600 and some change for both the loans. To my suprise R566.68 + R800 + R810 was debited from account on 20th.....I called numerous times to get refunded back an amount of R250 since I did not arrange for an additional R800 to be taken but R250. They told it will refunded back within 48 working later same day I got an sms to send a copy of my ID - bank statements showing the debit and I did that but no feedback was provided back to acknowledge it was received. I called to confirm and was told no documents were received so I was told to resend them again...I did. So today an sms was sent to me stating they can't assist me with the refund as the statement does not have my name and surname. I called the call centre and was on hold for 11mins 7seconds without any help. I requested for a call since I had no airtime but still nothing. So I communicated with my bank and requested for the transactional statement I got and sent it to the same email I have been sending the documents *** / ***

I am not happy with the service I am getting from the bank.