DirectAxis - Not providing my Refund

I paid off a loan in October 2024 and subsquent to paying the loan off, I have been debited with 2 additional payments for January and February 2025. The bank was able to reverse the January payment, but could not reverse the Feb payment. I have spent about 10 hours of airtime trying to get my refund done and everytime I can I am put on hold for literally hours and then the call is cut. I am at my wits end because nobody has taken the time to get my refund issue resolved. DirectAxis was quick to take my money, but now finds ways to delay/ignore payment. With the debit orders being deducted in error, I am also liable for Bank charges which DirectAxis is also not paying. I have been a loyal client with DirectAxis and have always been diligent to settle my loans ahead of the contract period and this is the type of service I get. What makes this worst is that it is not a small refund and this has put my bank account in a negative, which I have to deal with.