Refund

I made a deposit on the 7th September. It was on Monday. Yesterday my account was debited with the same amount. I had initially asked them to cancel the debit order because I had made a direct payment and I was told I should let the debit go off and I would request for a refund. I checked my statement and when I saw that both the payments had reflected, I sent them a message requesting my refund... I spoke to a lady named THANDIWE on WhatsApp and she told me she can't process the refund since the funds weren't reflecting. What was surprising is that she said the debit reflected but the direct deposit wasn't reflecting. Even after I sent my statement to her, informed that I received a paid up letter before the debit, she still insisted that the funds were not reflecting. Even when I called the call center directly, was told by another guy that the deposit reflecting, this lady still insisted that she can't process my refund... To me that seemed like she didn't even check and she was just lazy to do what she is paid to do.

"You asked for a refund, I am telling you that the DIRECT PAYMENT IS NOT YET REFLECTING, THEREFORE I CAN NOT LOG A REFUND UNTIL THE DIRECT PAYMENT Reflects"

As I have quoted, she even proceeded to type in capital letters showing her tone of voice... I was very disappointed in Thandiwe