Poor customer service

Customer service consultants are not assisting, been calling since the 14th of February 2020 requesting my refund. i have over paid the account and Direct axis debited R3767.24 again in my account. i am struggling to get my money back. been sent from pillar to post sending the proof of payment to customerservice@direct axis.co.za / *** and it has not been received, the consultants are telling me that they are looking for the proof and it cannot be found or my email has problems. This is unaccepted service from Directaxis. I want my refund and will not make business in the future with this company.