Uninformed staff causing inconveniences in peoples lives!

I was very happy with the service that I had received from Renew-it when it came to the repair of my vehicle and updating me with regards to my vehicle. However, once ready for collection of my vehicle, I had to pay the excess fee from insurance and I feel like they have rather uninformed staff that are working there who are not ready to assist. They swiped my card twice for the amount saying that it didnt go through the first time around. My bank then took out the money twice from the account. The lady then promised that if the money is taken out twice, they will be able to assist and refund the money immediately. When I checked and noticed that the money had been taken out twice, they gave me 3 options. 1. to come in with the card that i used and they would refund me and this would be instant. 2. to give them banking details but this will take 7-14 working days for the refund to go through and 3. for me to send a picture of the back and front of my card to them to allow them to do the refund. This after me being hospitalised and unable to walk, they still have the nerve to want to inconvenience me to try to get my money back from a mistake that was on their end. being month end and getting no resolution from them, i offered to give them my details on the phone as they said that the refund would happen immediately! Up until today which is almost a week later, nothing has come through and i am still waiting for my money!!!!!! why inconvenience me and my life because of your staff incompetence?????? Why not offer me proper solutions for mistakes that have been made on your side????? Your apologies are not going to help my debit orders go through at the end of the month!!!! this is large amounts of money that we are talking about!!! I will never recommend this business to anyone because of the unprofessional manner in which they deal with finances!