Bad service and breaking NCR rules

I am quite disappointed with the service of capfin. When you call the call center they put you on hold for over 10 minutes just so you asked for a supervisor. They say they are agents working under supervision but now they mention that there is no supervisor nor manager on the floor, so basically they are supervising themselves hence they can't resolve our queries. There was a double deduction on my account and when I ask for a refund they tell me I will never get it. I want my money back there is no agreement for double deduction and I want that money back. Also your agents need to work on their customer service skills because they do not know how to speak to clients. I am taking this further till you resolve my issue