Awaiting Refund

I had a payment arrangement with Norlam Attorney, I agreed to a 6 month debit order which was supposed to end on 15th April 2018. To my surprise another debit went off on the 15th May 2018. I immediately enquired and was ensured by Sifiso that a reversal would take place within 2 days. Long story short... I am still awaiting my refund after I had to make numerous calls and listen to many excuses (ranging from the admin lady is not at work, to the system didn't record one of my payments) and empty promises as to when the money would be in my account. Today I was also informed by Juleiga that the manager Diane does not have a direct line for me to contact her. Currently I am awaiting feedback from MJ regarding the response from finance (as they are responsible for the refund) Frankly speaking, these are all shortcomings in your internal proecesses which has nothing to do with your clients. There is clearly a major problem with your system, continuity when a staff member is not available and the communication lines between your staff. The client service is also non existant (I strongly suggest that you listen to those calls that were recorded for quality and security purposes), nobody bothered to take ownership of this matter and follow up with me.