Double Payment

The worst bank I have ever delt with, on the 23rd of December I requested a reversal of a debit order as i had already done a cash payment for my Loan. I have been given false promises since then regarding the reversal of my money I am still waiting for it. I call every day and there is a new excuse. The level of incompetence is pathetic there is no proper communication I need to keep calling in just to find out documentation was needed. I called today and i get told that the documentation was not uploaded. THIS IS SO FRUSTRATING!!!!!