Shocking customer service

I am at a complete loss for words, there was issues with my debit order I then did a transfer and they decided to debit my account 2 days after my transfer mind you the funds were already reflecting in their account at the time of the debit. I called them on the 6th of August requesting a refund the consultant that I spoke to on the day did not even bother to load it this I discover when I called a few days later to follow up on the request. A new request was loaded and I was advised it would take 14 days on the 14th day I called and spoke to Yolanda in the accounts department who refereed the matter to the team leader who advised I should wait and see if the funds dont reflect in my account later that day (at this point I already knew it would not reflect and was shocked that a whole team leader would give such ****py advise to an annoyed customer). On the 9th of September I called again to follow up because still no refund spoke to Confidence who advised the refund had been loaded and she would follow up and advise 3 days later no refund, no call. How exactly am I to request this refund?