No payment even after proving I have insurance.

I have been getting deducted for insurance that I had. I am literally paying two insurances. I did call the bank and confirmed the correct email address. Sent the documents needed on several occasions but still no action. Was promised to get all my money back, but I am still getting deducted for the insurance. I don’t understand why??? Had the insurance since last year and I am still getting deducted on Wesbank, I can’t even reverse the amount because it’s added with my installment. I want my money back. I don’t know want to do anymore. I have been getting really poor service from the bank.