Refund not processed

I make monthly electronic transfers towards Direct Axis / Sanlam, in October my account was debited which was on top of the electronic transfer that I had already made. I called the company on 17/10/2015 at 10:37 where I was informed that a refund request has been logged however the Accounts Department doesn't work on weekends and they can only process the request on Monday. <br> <br> I made a follow up call on 19/10/2015 at 16:09 where I was informed that I need to wait 10 days before the money can be paid into my account. <br> <br> Another call was made on 28/10/2015 at 15:38 where I was informed that the funds would be in my account by Friday 30/10/2015.<br> <br> I did not receive the funds on the said date, I therefore made another call on 31/10/2015 at 11:48 where I was informed FOR THE FIRST TIME that I need to submit proof of payment for the electronic transfer made. <br> <br> I contacted the call centre again on 2/11/2015 at 14:16 where I was informed that I need to email the proof and wait a FURTHER 10 DAYS before my refund is processed. This is grossly prejudicial to me as I was not informed of the requirement of providing proof of payment before my refund is processed. I had called the call ce