Bad customer service

Does Stss have a finance department? I've wasted R60 worth of airtime and more than 30 minutes of my time being redirected and placed on hold and my query still hasn' resolved since. I can't get through to Kyle (The one person that can assist me) that handles the De Zicht Estate payments. My bank failed to cancel a scheduled payment and in turn, I paid double the amount for my stss account this month. I've since tried to get someone to assist in refunding my money since I'll need it soon, but it seems impossible to find someone to assist me. I initially spoke to Leslie Clark who advised I should send my bank statement and proof of payment to ***. He then sent my email to Gustav and I've since received no correspondence confirming the processing of the refund. I admit overpaying an account is a error on my side but it definitely does not warrant the terrible customer experience that I've had