Capitec Funeral insurance

Capitec funeral insurance double debited my account,I logged in a refund query immediately as the money was meant for an important matter.

I've been following up with Capitec since till now,I'm told of a backlog worse the department doesn't accept calls nor speak to clients,all I have to do is to be patient....I asked a simple question that what will happen then if I need to register for a claim...how then are the claims processed if the department doesn't have a platform to interact with clients telephonically,I'm really disappointed by this kind of service and behaviour