Utterly shattered

I am very disappointed in myself for trusting this facility regardless of it's reputation. I took out a loan and faithfully paid it up however on what was supposed to be my final installment I was double debited. I read out to customer service on WhatsApp and I was advised to visit the branch which I did. I left feeling relieved because I was advised I will receive my refund in 24hrs. After waiting there was still no refund I then called the facility and I was on the phone for a little over an hour I was eventually advised that my refund will reflect in 48hrs. Today I receive a phone call basically advising that there are no funds refunded to me because they cannot locate an incident number and they are sorry they can't help me. I am shattered because to some R1770 is not a lot of money but to me and my kids it's all we have till the next pay day. 😭