Bad service

On 28 October 2025 I noticed my policy was not debited as per my agreed contract. I then made a manual payment of which my app gives me that option. 15 minutes after the manual payment capitec debited aswell. I could not reverse the manual payment as it's a policy rule, however after almost an hour on the WhatsApp chat with the bank I was told to visit the branch which I had to get out of my bed, with heavy flu. I was assisted on the 28th and it was then reversed, however no refund has been done by the banks yet. I spoke to an agent, Thandeka again this morning 30 october 2025 and was told it will be escalated to whatever department that Deals with the reversal. I'm very disappointed in their way of being of service as it's an inconto me and my health.