Double Payment

Double payment on my account caused by lack of communication internally. No remorse whatsoever and now i must wait 10 day for a refund. This is unacceptable and the irony of it, one agent i was chatting to on whatsapp actually suggested that i reverse my debit order that went through. When i asked at whose expense they ended the chat. The lady who called me and pressured me to make a payment on the 31 because the debit order had not gone through, i asked will it not go through on Monday she said no if i send proof of payment she will update the account to reflect the payment and i will not be debited. Tell me why my account was then debited on the 3rd of February, are you telling me they could not see my payment made from FNB to FNB on the 31st of January. This is nonsense and unacceptable, i asked for managers details and was simply ignored.