Struggling to get reimbur*****t and bad customer service

After being retrenched I claimed for loss of income which I had a policy for. The policy paid DirectAxis my monthly installment but DirectAxis still debited my bank account for the amount. This after I called and emailed them on 15 September 2020 confirming that my claim was approved and appealing them to not debit my account. The consultant I dealt with needs load of training on customer service. So on 25th the debit was deducted and I have been struggling to get the payment reimbursed. I have to wait 7 to 10 days for my money that they took from my account after being paid. I am extremely annoyed and frustrated by the service received.