Continuous unresolved monthly double deductions

Safrican has been double deducting my premiums for the past 2 months!! Last month it took them 3 weeks to refund and I was moved from pillar to post when I needed feedback. Airtime used even exceeded my refund because they are so rude and don't return calls!! And my child had to miss her extra lessons because of the funds they took. Again this month, they repeated same thing, to date no refund and I'm told to wait followed by error automated message. Now I have wait till when as we in a crisis and need every cent to buy food?