Poor service

I recently opened a bank account with Absa and was convinced to open up a funeral policy and a Life policy. I agreed on a certain amount to be debited on my account however Absa double debited me so I decided to cancel both my policies. Policies were cancelled however they have been debiting my account and they do not want to reverse my money. I got hold of a lady by the name Caroline Sekwati who says she is team leader and advised that she will assist me however it has been three weeks since she said she will assist me and she is avoiding my calls and does not reply to my emails