NO REFUND OF DOUBLE PAYMENT

Payment made for covid loan by FNB Life, then they took debit order on the 2nd Jan 2021, I am still waiting for this to be refunded to me it is 3.5 weeks later, I have logged complaints it has been escalated more than once for both however still nothing, every time i chat online I get told they cannot help me only follow up. I have not been begging for money to get food for my child as I am unemployed and have no income. This is not treating customers fairly and poor service. I am disgusted that this happens every month. I am not happy and want this sorted out and expect some compensation due to this as I have had to beg on the side of the road to get my child food due to your error