Poorest Service Delivery ever!!

So I was told to contact Capitec Bank's customer services for payment relief due to our current situation in this country.

I have been contacting them since Monday, made a payment arrangement for R4,500 just for this month, I even received the sms's as proof. Then yesterday morning, to my surprise, they debited the full amount of R7,758.88.

Now I have been calling them for a refund of the difference and I am constantly being told that they will request the reversal and the monies will be in my account within an hour. It has been more than 48 hours later and I am still being told the same thing. I have spoken to Mr. Lucky, Ms. Saffia and Ms. Lusipho, I can't remember the other consultants' name. I've even gotten the excuse that the previous consultants never logged the reversal after I was told that it was done.

How hard is it to do a reversal of the monies due to me after an arrangement was made and agreed upon? Am I going to have to wait another 48hours?

This is just ridiculous right now!!