AF does not want to pay back my refund

I had an insurance with my miway until 25th March, AF debited my acc on the 25/02/2015 without my authority, l reversed the debit order, on the 26/03/2015 they double debited my acc, l've been calling Lerato who is dealing with my refund with no success, she ignores my calls and she does not care how l feel, when calling lucas who did the whole mess he refers me to Lerato who does not know what customer service is. Can l get somebody who cares from AF to process my refund l need my money asap, l've been changing insurances for long now lve never experienced terrible service like this, l regret changing insurance from miway to AF