Double debited 2 times

I was double debited by ABSA insurance in May 2024 and reversed ONE transaction with my bank as I was not getting any Joy from ABSA. I was double debited again in September 2024. I was told I did not pay in May. I shared my bank statement to proof that I only reversed one transaction in May. I was told I will get the refund in 48 hours. It has been 2 weeks now and the money is not in my bank. No one is responding to my emails. When you call, you are on hold for a whole 40 minutes. The complaints department email address does not go through. What does one need to do to get assistance?