Manager Left A Bad Taste In My Mouth

I have a funeral cover with Capitec, I have been extremely happy with the service, from taking the cover to claiming for my mom's unfortunate death. My mother died on the 03 and claimed on the 06th, I was so surprised to get the funds available the same day, that was excellent service. The problem started when they debited me for the full amount after they have paid me out and they removed my mother. I called in today and spoke with Precious who made me hold for 30 minutes and hung up then I spoke with Shuaib who helped me a lot, asked to speak with a manager Shane, he was arrogant and very condescending, I asked for his surname and he didn't want to give nor wanted to transfer me to his manager Saseegah who also didn't want to give his surname. I want my refund or debit order revered because my mother was removed when they debited me. I want Capitec to call me back NOW with a solution.