Capitec debit reversal nightmare

I have been calling Capitec's debt collections department for the past 8 days requesting a debit reversal back into my Nedbank account, reason being I was debited twice this month. The call centre agents have been singing the same tune that my request is waiting for approval from a upper line manager and for some odd reason the manager has not attended to my request. Some agents could not even help me because they kept saying they will request feedback from another agent I had previously consulted with, mind you I have consulted with about 12 of them for the last 8 days. This is frustrating because I cannot go on with my daily costs because of this financial deficit.