Poor service received from Direct Axis

Direct Axis deducted two amounts from my account on the 31st March 2021, I phoned them on that exact day to log a refund because I came short with money in my account because of them deducting twice, an amount of R1204 must be refunded to me, they first time I phoned to log a refund the lady that assisted me told me it will take 3-5 working days for the money to be refunded to me. After that time period the amount was still not back in my account, I phoned the second time and then they told it will take 10 working days, on Friday it was already the 11th working day and the amount is still not back in my account, I phoned them again just to be told there was a delay in the process and only logged the refund on the 13th April, I asked for them to get the manager to phone me about this because this is unacceptable, till now still no answer about my refund, this is totally unacceptable, they quick to deduct money but when they need to refund its a million excuses. Very unhappy