Unapologetic wesbank

Having the worst experience with wesbank, first of all it takes 6 minutes to get through to them if you are lucky, I've had my last debit order taken on the 1st December which was the settlement of my account, which was considerably less than the amount I increase my premiums too, the ended up taking the increased premium amount, although they send statements knowing very well the amount owed. When I phoned wesbank explaining the situation the lady was unapologetic when I told her this is going to cost me bank charges by them taking money and then refunding, she said I need to ask my bank about that and it's not their fault. Now I'm in a situation where I'm short of money phoning daily trying to get my refund, they said they can't confirm anything and I must wait 5 to 7 working days, this will be my last time I take a loan from wesbank