Double debit

I was double debited on the 1st of August ,I went to capitec with the complaint and was told that the money will be back within 4 hours. I then didn’t receive the money back ,a few days later I went back to the bank to ask why I haven’t received the money and the lady said she forgot to tell me that they need a letter from the insurance company stating that they only received one payment on their side ,I then went and contacted the insurance company they sent an email, and I went with it back to the bank, I’m still waiting for them to send the money back 4 weeks later.