Instalment Refund

almost 2 weeks ago I requested that both my ans my fiance's first instalments be funded as we landed in some financial difficulties. The consultant I spoke too agreed. So he confirmed with both me and my fiance's to refund the money for us and we made an agreement that we would resume payment the end of September. On the 4th my instalment of R716 was refunded. Today I was told the other instalment was refunded on the 9th which is not true as I can prove with bank statement. I got as call from a consultant and it seems my fiance's policy refund must now be resent and reprocessed (If I have that right) and now I have to wait another 7-14 days. on top of the time I already been waiting THIS IS UNACCEPTABLE. IT IS NOT MY FAULT SOMEONE ON YOUR SIDE DIDN'T DO THEIR JOB