Double Debit REFUND

I have never been more disgusted with a company before like i am with Old Mutual: I have been trying to get back my refund from them in so many weeks without success. The whole issue began with them not debiting my account and making it my and my banks fault... thereafter they double debited my account., when i called them to query it that was a joke non of there consultants could help transferring me one person to the other after that was after holding on for 20 mins to be connected. the call was ended with the consultant saying they is nothing they can do it take 7 working days to investigate because she cant see the information. i should call my broker. This was the 2 September to date the debited my account again and no feedback regarding my refund. bank statements was sent to them as requested. these are the same people we trusting with our policy portfolio.