Pathetic Customer service skills

Hi, I am very disappointed in your call center agent ****ma, After confirming details she just cuts the call without assisting I am trying to follow up on a refund. Double premiums where debited from my dads account and he also did a manual easy pay payment at pick n pay. I have emailed your customer service bank statements and the pick n pay receipt. To date no refund. this was done on the 5 May. I have sent a msg via Facebook and nobody even acknowledges that they are attending to the problem. Communication at you company is at an all time low, its extremely concerning to think that people are paying premiums to a company that employs staff that lack customer skills.