Unhappy with the terrible service

My account was debited although I had sent the vehicle and asset finance department proof of my insurance. They are now taking over a week to reimburse me for a mistake that they made. I want my money and urgent reimbur*****t. Your consultants have not been helpful. Your whatsapp line is inactive. How is any of this fair? I am spending my own airtime on calls to follow up on a mistake on your end. Fix it