Bad experience

I have a funeral policy with Capitec bank,my deduction goes off on the 6 of every month,last month April they didn't deduct on the 6,I used my App to pay, following day the 7 they deducted my money again, called them on the same day the gave me a reference number ***,the person told me I will receive the money in 7 or 14 working days, after maybe 15 days called again they told me the matter is under investigation,fine waited a few days nothing happened, called again they told me the person who helped me took it to the wrong department,the are taking it to the write department and the will call without 24 hours with feedback nothing,and gave me the same reference number *** nothing, again I called today,now they are telling me it's still hanging they gonna send an email of emergency to management and then they will call me on Monday,I don't believe that they will call me because they never have,they don't give feedback,I don't understand what the problem is because it's a simple matter,money was paid by App,money was deducted and it shows on there system so what is it that is so difficult to resolve for them to even say it's under investigation