Pathetic customer service

I was debited twice from my bank today for two different amounts. When I phoned the call centre this morning. I was told it shouldn't had happened. They will have refund my account within five to ten working day. I told the lady it was unacceptable. And I said would like to speak a manager. She said she sent the manager a email to contact. This was at 8:05 am. I phoned again at 12:45 pm. I spoke to another lady. She told me the managers were in a meeting. I'm still waiting for them to contact me. This is the worse customer service I have ever experienced in my life. I need my back that you stole from.