Capitec refuses to reverse money that they debited twice.

Capitec bank did a double payment, when i requested a reversal on the 17th of March from the loan department they assured me that i would receive the payment back. On the 18th i made follow-up and i was told that no reversal was made. On the 19th i was told that my money would reflect within 3 hours, on the 20th i was told no reversal was done , ive spoken to many people and they told me they cant give me a reference number coz capitec doesnt have. Today on the 21st the person i spoke to have me a reference number saying that i must call in on monday, so now there is a ref number, I've sent a direct message on twitter and they still failed to assist me. This is very frustrating as i needed to use the money for something very important. How long do i have to wait until i receive my money? Ive already wasted money on calls , now i have to go to the branch even though im on self quarantine. They also refuse to call me when i tell them im running out of airtime. Ive spoken to Sayiya, Sabrina , Lamla ans 4 other people.