Worst service ever!

I made a payment for custom duties and with the 1st attempt, it said payment unsuccessful. I re-did the payment and subsequent to that, I discovered that the payment came off twice on my banking account. I've been trying to get hold of Palesa, but I was told they can't transfer me to her line. I've called at least 6 times, with multiple emails sent since 14 Dec 2023 for my refund. I called to speak to the manager, they refused to provide the name and the contact number. I've never dealt with bad service like this. I sent her the pdf with the 2 payment, she nonchalantly responds that she can't refund as this wasn't proof. It has the banks letterhead, what more does she require .

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