Incorrect billing and poor customer service

I app**** for a loan on the 4th November and requested the very same day for the transaction to be cancelled but it had been processed already. I called in and spoke to a consultant who advised that i could refund the money paid to my account within 7 days and they sent me their banking details. I made the payment the same day and forwarded the proof of payment as requested the [Email Removed] This morning I got a sms advising of collection to be done to my account for the very payment I had done. I logged into my account and chatted to a consultant who asked me verify my information after I had told them how I would like to be assisted and quite frankly they were useless to say the least and would suggest the chat feature be removed from your services as they do nothing but **** a person off as they ask you to verify your details only to tell you to contact customer service. I would like my query to be dealt with as no one has contacted me to resolve the matter!