Apalling Service

In December you guys did not debit my account for my funeral plan, so i went and paid it directly then you debited my account again for the same amount.

On the 8th Jan i called you call centre and i was told it was an error on your side and i will be refunded. today its already the 24th of Jan and i have not received the refund. This is bad service because no one is calling me or informing me why have i not received the refund. That money was money i needed to use for petrol in January and i now had to go and loan the money which i need to return with interest.

I called yesterday and i was told someone will get back to me and nothing happened, today i called again and i spoke to a lady saying her full name is Zee and she refund to give me her surname, also refused to give me her team leader name and surname and when i asked her to transfer me to her team leader she then tells me she cannot because she is working from home.... really now do we have to be so inconvenienced by your agents working from home?

I then requested that she ask her team leader to call me and it's been +- 3hours and still no call from her no name team leader.

The service i am receiving is so appalling

Please refund my money today or else i will be reporting this to the banking ombudsman