BILLING ERROR

I received a sms on my phone given me an amount of R1617.83 and my debit order is R702.00 so when I called on Saturday 21.05.2021 they informed me it a billing error and that only a senior manager will be able to resolve the issue and that he\she will call back, guess what I'm still waiting on them to call. So Monday I called again and explained myself yet again then the consultant on the otherside told me that he is busy with the refund and that I will get my refund soon. So I waited and the next day no sms or indication that they are busy with a query I called them again. The lady I spoke to said that the refund was never requested and that she will do it now for me, then I start to question myself since Saturday its only the managers are able to approve refunds yet this is taking so long. So this morning I again spoke to Siyanda who tells me he will find out about the query and Im listening to music for 30mins no one comes back. I drop the call and speak to Anelisa who informs me that yes there is a query for a refund of R910.73 pending but it going to take up to 14days before I get my refund. So my frustration is for a error they made I have to wait for my money. This is unacceptable and when they talk to you its as if they dont know what to do. I need my refund into my account as quickly as they took it out.