Debit order went off twice on different dates

Nedbank debited my account on a wrong date and debited again on the right debit date. When I called the call center on the 08/12/2022 after the debit order had gone off on the 18/11/2022, I was told to go to the branch, get to the branch am told there is no call center phone and I have to use my cellphone. I called, received a reference number and told to wait 48 hours to be refunded. I called after 48 hours and was told the refund was declined. Called again on the 12/12/2022 and was given a ref no and to wait 48hours. Called again on the 15/12/2022 and am told to wait 7 to 10 days and the call center agent has the nerve to tell me I do not listen!!!