Double deduction on fnb funeral policy

I have a funeral policy with FNB. I had a double debit done on my account without my permission now I’m expected to go through a whole lot of grief sending my bank statement to show that the amount went off twice. Spoke to a Palesa who blatantly advised that I’m waisting my time what is done and theres nothing she is willing to do i must call back on the 19 yet again because their system is still tracking.. whatever that means. 15 minutes later of holding spoke to a Noluvuyo who also told me that if I dont want any help then tough. Please advise is this how your agents speak to clients? Anyway no need to answer that I just wanna know when I will receive my money back. R610 might not be much to Noluvuyo or Palesa but unfortunately to me it is alot. That’s probably why they refused to help. Please contact me asap with regards to when my refund will be done. Thank you