Extremely poor service

Toyota double billed me on speed point, when I asked for a refund, they said I need to get a bank statement. Spoke to my bank who said they couldn't do anything until Toyota clears. This morning I managed to get a bank statement at the cost of R42. Called and sent statement to Toyota , they then requested my ID. Now I'm told they waiting for someone to sign off and they not sure when I will get my refund.