Promises but No action

I would like to bring to attention the complete *********** work done by several Capitec collections agents. I've made numerous calls to the callcentre which alone takes more then 15 minutes just to get answered. My capitec loan has got paid twice after i paid the loan installment capitec then debited as well. So essentially I've made 2 installment payments for my loan. All i need is for one of them to be reversed. I spoke to the first agent on the 02-07-20 i was told it will take a maximum of 2hrs. Second call made same day after roughly 6 hours i was told request was logged could take up-to 24hrs. Third call made today at 1pm was assured that it will be in my account after one hour even quicker. Im still waiting and waiting...please can this be solved ASAP and i mean really solved not just promises.