Waiting on my refund

They debited my account twice for the amount of R402.37 .They make me fill in a form so i can get my refund . This was on the 30th November 2023. They are not taking my calls .I have been sending proof of payments 3 times directly from the bank . The bank doesn't know what proof of payment they looking for . What can I do because I have been spending over R100 on airtime 🤔