Pay back my money

I want to express my utmost disgust with the service i have been getting from DirectAxis. They are quick to debit your account but its a long inconvenient process to get a refund from them. Old Mutual settled my account with DirectAxis on 27July. Bear in mind their monthly installment were debited from my account on 24July. On 26 August a month later they debit my account. I could have reversed the payment with my bank but i decided to do it the right way. I contacted them and they advised of the details i need to send through including proof of payment. I sent through the details and i got a automated responds that i will be contacted in 2 days. The days passed i followed up and they said they will make contact. Another 2 days passed and i called them again. Same thing happen i was told to wait. Being the patient person that i am i wait 3days and follow up again. I was advised refund will be processed i will get my money in 24 to 48hours. The 48hours passed guess what? No money paid. I follow up again and request to speak to manager. They manager called and made yet again empty promises. He didnt even honour the agreement to call me again when he said he would. Im dealing with a family emergency and im hugely being inconvenienced because the money the deducted from me made me short in my budget and i could not pay another financial commitment. So can i sue them? In all fairness i think they should not just compensate me for the wrongful debit but also the airtime i used calling in holding long on the line. The fact that i had to borrow money now from a loan shark and i must pay back with interest. This had been stressful and gave me sleepless nights and headaches. This needs to stop. I want my money and i want it now.