Refund dispute

I am very disappointed with the service Absa Idirect stuff provides.No one has called me with regards to my refund enq as they promised,as they double debited me.i paid my premium for jan via the Capitec opt as the absa insurance consultant that called me instructed me.now in Feb they debited me for Jan and feb.i called in to dispute and I was told to send an email with my Capitec statement that shows I paid and I did send it to *** .I got a ref number and it's been 4 working days without any feedback.i want my back and I'm cancelling this insurance also.i will go somewhere else were my money is valued and were customers are always put first .