Double billing no refund

I have been on the Discovery medical since 2009 on the Keycare Plus plan on my own capacity. As from the 1st November 2015, I moved to another employer and the employer contributes to the medical aid on the classic comprehensive plan.The process to be moved as part of the employer's group delayed a bit and I paid for the November premium to avoid a break in membership. This means my employer and myself paid the November premium for the classic comprehensive plan and keycare plus plan respectively. I then called Discovery for the refund for the amount paid for the Keycare plus plan. I have been put on the hold for more than 45minutes on two consecutive days with no results. Discovery should be able to see the proof of payment sent to them by myself on their systems.Why is it such a hassle to just understand what I am uttering to all your consultant. Just refund me asseblief.