They quick to steel my money but useless and *********** to pay me back

The ****** a double debit my account 1 November, I log a query on the web portal the same day. I called them on Monday 3 November to find why they did 2 debit's on the same day few hours apart, the lady told me to send them an email with my bank statement as proof and to request a refund. The same day around 1pm a guy from Marquis called me to say that they have noticed that my account was debited twice and apologize for the inconvenience they are investigating what went wrong with their debit run and said the will refund the second debit back into my account. I asked him how long the refund will take and he said it depends on who i bank with, told him i am with STD bank and he rep**** no then it will be immediately as they also with Std bank. 4 November I send a follow up email because no refund was received and log another query on the customer portal. Noticed one of my other debit orders have bounced back because of insufficient fund in my account. 5 Novermber still no refund received, this morning I called them again asking when the refund will be made, yet again a different person saying he will have a look, then been put on hold for over 6 minutes, then comes back to tell me yes, they see that I was debited twice ***...that I know. He has escalated it to management, and they will get back to me before end of business today which I Highly doubt will happen.