Very very poor customer service.

On the 3rd of June i phoned Capitec about my mistake i made by paying my funeral cover before my debit order went off.I spoke to a lady who told me that it must 1st reflect on their side before they can reverse it.On the 6th June i called again,the lady told me she cant and that the claus says 45 working days,i asked to speak to the manager,she put me on hold for about 30min,then she came back and said it will take 48hours,still i asked to speak to the manager,she put me on hold until my airtime ran ou***** 48hours later,no money no manager.I am very unhappy and need answers.Like they say all calls are recorder,all my proof is there.