Account double debited in error

I received an sms to advise that I must contact direct axis as they are experiencing account issues. When I realised my account had been double debited and contacted direct axis immediately. I had to hold on for more than 20 minutes when someone finally answered my call. I advised them of the problem, not sure why I had to tell them, they had all the information on hand but stil wanted me to tell them what's wrong. I asked them to refund my money as soon as possible as I hav other debits that must go off but till date still nothing in my account. The call centre agent had no sympathy towards my situation, he made me feel like it's my problem. I think this is really pathetic to go through as a client, u are the once in the wrong but dont care about sorting this out. I had to use my resources to advise you where you went wrong. I will be going to the Ombudsman with my query as Direct Axis dont care about me as their client and I am really disgusted by the service I received.