Pathetic Customer Service

My vehicle was settled on the 1st of March 2022. I called in last week to have my debit order refunded because my debit order was also debited from my account. The consultant said she can see that the refund is due to me and put it through for processing. Called in today and I am told it was rejected because they could not see the payment. I cannot understand how there is a refund due to me but no payment is reflecting? Spent over 40 mins on the line to finally get the rudest consultant ever that tells me the refund has been processed again and I will get feedback in 48hrs. P.S You never get feedback and if you get a response to your email after 8 to 10 days... It is some automated response with no assistance towards your actual query. The worst customer service that I have received from a financial institution.