Overdue refund on double debit of settled loan acc

I settled my outstanding loan amount and was later debited my monthly premium. I called immediately and was send from one department to the next until a guy by the name of Lyle Jones told me that in order to get my refund I had to send proof of ID and bank account details which I was done. he then informed me that it would take 72 hrs from last Wednesday to get my refund which I did not get. I called on Friday only to be told that no one else can help except him and was kept on hold for over 30 minutes. I eventually gave up and called this morning. I sent him emails as well which he did not respond to. today I get told by him that finance did not get my documents because Stephanie Davids did not send them and there would be a further delay on my payment due to payments being done on Wednesdays only. why am I the one who suffers due to the incompetence of one of their own? I cannot speak to anyone at finance because he is not supposed to give out names , contact details or email address. I told him I want my refund today and he said sorry, there is nothing he can do. he did not even escalate my complaint. apparently Joanne Swart is a team leader at who is unreachable. miserable