Worst bank

They double deducted from me and when I called said they will process my refund. It is now 3 working days later and5 days in total. I have spent 3 calls on hold for more than 30 mins each and today a consultant told me it hasn’t been processed I need to speak to collects for a missed payment. How can it be a missed payment when it was deducted twice and whilst I was specking I just got put on hold. And I’ve spoken to 5 different consultants now and they all say they are sorry it’s a mistake on the backs side yet it hasn’t been resolved.