Refund horror

I have been calling capitec for 3 weeks now trying to correct an airtime purchase that capitec did not refund. I purchased airtime on the 18th of October it wasn't loaded, it was corrected on the 19th however somehow the same amount was deducted again on the 20th with capitec sending an sms I was refunded incorrectly. It has been a struggle to get someone to help, I even went to the branch in ferndale they couldn't help as they had to call the same call centre people who have no idea how to solve this issue. The service I got was just a disappointment as I gave been using this bank for a long time, everytime I call a new query must be made or the previous person who helped me cannot be found, if it's not that the agents don't understand that I did not get a refund. I am still waiting on my refund.