REFUND ON THE FUNERAL POLICY

It's very absurd how my account I have made a payment and my account was debited for my funeral policy. No SMS, no communication regarding the refund. Call center don't have any information relating to this even a walk in the bank don't have answers. From the a 27th Dec 2023 still my money not refunded and I'm very much sure I will be debited again on the 27th. I need to know when am I going to be refunded. The service of the call center very bad as calls been transferred from one depth to another and end up dropped.