Capitec debits loyal customers twice and doesn't pay back

Be fore lock down capitec debited twice for my loan with them. On the 25 and 26 March I went to the branch they said I would get my money back. It's the 8th April still don't have my money and I called them and they say it's still being investigated. I ask to talk to supervisor as I real need the money and they hang up. I have been a loyal customer never behind on payments and when we need them the most at this difficult time they take money from us when we need it most. I just want my money back