Poor customer service

I had called the call center to tell them mango airlines took out money from my account twice if they can assist in returning the money into my account, to which i was told by a very rude consultant "sorry mam we cant help you till you provide us email to say the money mus be refunded" to which i did only to find out the *********** staff of mango airlines banked the money an capitec bank did not even put the money on hold when i called same time an was verified twice money had come out of my account. I then called capitec bank on the 31st January 2020 to send the email which I did an i was told by the consultant i mus wait 8days for my money, i said i have no choice but to wait. Today wen i called i spoke to mirriam who tells me i have to wait 48days as "they have a backlog" there's nothing else they can do to help me, i then told why dont you'll get more staff to assist cause my account went into a minus an instead of paying my usual premiums of R1 600 i must now pay R2100 cause of you'lls backlog, you'll makin another way to make money out of existing customers by increasing premiums...