TEAMLEADER NEVER RESPONDED ON QUERY AS PROMISED!!!

I made a call to Hollard call centre today with a concern that my funeral cover account has been double debited for the month of March. I explained to Pumi the agent that i need the money back as i am unemployed and have no other means of income so every little cent i make needs to be put to its use accordingly and that i do have other bills to pay with the money they took out of my account, the agent then told me that there is nothing that she can't do to assist me. I then asked to speak to a team leader and was told by the agent Pumi that the team leaders are in a meeting they will call my back during the course of the day and gave me a ref number ***. I still till this hour have not heard from them again and i am really very concerned as my debits go off at midnight tonight. Also it's not the first time i have a problem with Hollard and it seems like things are just getting worse every time. This saddens me deeply that this is the kind of service we get for the money we pay and work so hard for.... i really don't know what to do anymore!