Bad customer service!!!!

I called Edcon about 3 weeks ago to refund my money that I paid twice into their account on the 3rd of November and spoke to a lady named busisiwe twice about my refund and she mentioned that all in order and refunds take almost 14 days to reflect back into my account. I called again to confirm and spoke to another agent and was informed that this refund was not even processed. I had to start over again, submit documents and wait 48 hours. I explained that I needed the refund urgently and I guess this was kinda ignored. I spoke to a Zandile and emailed my documents through to the agent and just kept getting endless \please send us your relevant documents to process refund"I couldn't understand as documents was sent through to edcon"