Extremely poor and shocking service!

Finchoice customer service is absolutely appalling. I have two loans with Finchoice, a mobi money loan and a 6 month loan. They debited my account on Monday, 29 January 2018, for both amounts due whish is fine, but then debited me again on 30 January 2018. I contacted them numerous times on Monday, 30 January 2018, where I spoke with Numerous people, who all gave me different stories. I requested that the debits for the 30th be refunded to my bank account, I am now R 2600.00 short for my other financial commitments,. I was told by one person they could push to have it refunded on the same day, another person told me it would take 72 hours, another told me 2 to 4 days and today, 31 January 2018, I was told it would take 3 – 5 working days. I was also told they cannot refund the R 1099.04 for the mobi money debit and that it would be loaded as a credit and I could withdraw it online, however this has not transpired as I cannot withdraw anything, it says “no reloan available”. I received a text message yesterday at 11H59 stating that my query number is 244687 and that my query is being processed, so I thought, yay, they are doing something about it. I then received another test message yesterday at 13H18 stating that my query number 244687 has been resolved and they hope that I am satisfied with the resolution. One of the people I spoke to promised me twice that they would call me back, they would call me at 14H30, but never did, then I was later told they call me back after 15H30, which never happened. When I called them at 16H00, I was told by another person that they were not doing call backs that day. Why promise to call me then? Twice?! So I call myself to find out how the matter was resolved, whereupon several staff told me that they don’t mean the matter is resolved, it means it is being looked at. Now my understanding is that if something has been resolved, then it has been sorted out and why would they say they hope I am happy with the resolution if there was none? Each time I asked to speak to a manager, I was told they could not come to the phone, one manager apparently stated that they were on their way to a meeting and I must leave my ID number and they will look at it. Is this what you call customer service? Should I take the matter to the consumer council? Still today, no one can tell me when the money will be refunded and all my other financial commitment must now just be missed, placing my credit record in poor standing. I want answers or I will take this matter further. Someone at Finchoice needs to take responsibility for the shocking service I received. Just as their calls are recorded, so are mine and I have recordings for reach call I made. Yes I did get upset, but who would not after being given the run around with each person giving me a different story and the management hiding away? Oh and might I add that I have NEVER missed a payment on either loan so I am not in arrears. I want my money back.