Double charged with delays in refunding me

On 2 Sep 2024 I picked up on my bill that I am double charged for one of my vehicles. I sent an email querying it with no answer to date. I then called in on 2 Dec 2024 after trying numerous contact numbers and was explained by Masego Kwadi that I have in fact been double charged and that a refund is due to me. She could not explain 1. Why I was double charged 2. What amount is due to me 3. By when I would receive my refund. Today I called in and cannot get through to anyone. Do I have to beg for my money that you took without my consent? I would like an update urgently