Terrible Service & System

DirectAxis has taken 2 payments from me in August 2020 for no reason, as that account is not in arrears and I have been battling to get my money refunded since the 1st of September 2020. We all know this Covid-19 has taken its toll on a lot of businesses and/or their normal systems, never-mind the individuals but it's just ridiculous to hold on for almost 40 minutes to speak to a manager or someone who you're hoping actually knows what to do and then you get cut off, after you've asked for a number and was told you will not get cut off! I have spent hundreds of rands on airtime trying to make contact with the correct dept. and not even to mention the hours... wasted to try and get this refund processed. Even the consultant I spoke to in their customer services/care dept. don't have the correct information, as to what to do and who to contact. The email address she gave me does not even exist! Some days the voicemail/answering system makes you think you've been cut off, as you hold on for easily 2 to 6 minutes before the horrible music starts playing, indicating that you're actually holding on in the Que. It takes them 2 days to respond on my email sent to a couple of their dept. which was in-turn just sent to another dept. requesting them to sort it out. Today I was told by another consultant that nothing was done or processed on my refund, but she would action it and it can take 48 to 72 hours. Now I have to wait again and hope something actually gets done this time, if not then I am back to square one. Don't know if it's to late to reverse the debit order with my bank, but then I have to pay for it and it is a bad reflection on my banking profile for something that was not my fault. It's like nobody is willing to go the extra mile and get things sorted, just pass the buck. But wait, just fall behind on that payment and be sure to get those calls and emails. I am tired of fighting losing battles, these big companies just don't care! It's just about the money for them...