Refund, NO service from Eldorado Park branch

I am putting a formal complaint, I have a policy with Hollard and they debit my account on a monthly basis, however last year October 2018 didn't debit my account on the specified debit date 20th and 3 days after that my account was still not debited, December came and my account was debited twice, I went to Eldorado Park branch for assistance they investigated my case and acknowledged it was a system error and I need to get a refund as it wasn't my fault that the debit order didn't run in October., I am waiting now over one month for my refund, every week I have to go to Eldorado park branch for follow -up and no- one can assist even the manager up to date didn't even bother to call and provide feedback on my case. I think their service is very pathetic