Poor service at its best

So we had a loan and sometime in December a consultant called us and offered us a review of our current loan with a reduced interest rate, we took it up and she assured us that the old one will be paid up and we'll commence with the new one. Now on the 21st of January, Direct axis did a double deduction on our account, we immediately called them and spoke to Michelle, she assured us after speaking to her superior that the refund will be done either Sunday or Monday. We've been calling them since Monday with no direct answer or feedback, they either transfer our call to other departments or literally hang up the phone in our ear. On the 25th we ended up speaking to Leandra who claimed to be a supervisor and he again promised to come back to us regarding the refund and that hasn't been done. We urgently need our money to be refunded back as it compromises our other financial commitments that we need to pay. Please give us our money that you incorrectly deducted from our account.