Nedbank Car Insurance Poor Service

I got double debited despite paying for my premiums via @pay link sent by the Nedbank. Its been a month and I have not hear feedback from them as to what are they doing with my refund. I am highly disappointed because I have other policies with Nedbank and they are my bank. This clearly shows should I have to claim with them it will be a long and frustrating claim process when they can't even tell me what happened to my money. I have called countless times and every time I call I find out they have done nothing from the last time I called they haven't followed up - showing no empathy for my situation.