terrible Customer service

where do I begin???? I held on a call for over an hour and still I am not happy. I was promised that I would be called back as I refuse for the consultants to waste my time while they deal with their incompetence and I am still waiting for them to return my call. I was charged twice for a payment that I made and they can see that I only swiped my card once and yet I must wait until my enquiry gets solved(which can take anything from today until 10/04/2018) to get refunded my R2000 back, the bank consultants couldn't give me the reference numbers for the outstanding authorisation in which I am within my rights to have that information as the Institution where I made the payment can track the payment. The consultant says I must take my bank statement to the Institution but I require the reference numbers. I am frustrated with the fact that this is my money and just as fast as they authorised the amount, they should be able to give me back my money or give me the proof that I require. I do have a right to access to Information especially if it is my own information that I require.