Terrible service at capitec

Hello I would like to Express my dissatisfaction with capitec bank .on the 29th of October they debited me twice on my funeral plan I logged a call with them to say I need a refund they told me I should wait for 3 working days after processing that refund. On the 4th of November I did a follow up because 3 days had passed they told me to wait for 7 working days ,today is the 10th and the 7th day now I am told to wait for 14 working days even when I try to log a complaint with regards to this matter my calls are being dropped by their consultants I'm really not happy with the service as a result I'm considering banking with another bank ..terrible service @capitec