Absa home loans refund

Absa home loans debited my account when they were meant to credit, it's been a full week trying to get them to refund my account, I have been sent from pillar to post, some consultants says my refund was declined with no communication as to why I was promised that my refund will done on the 12th then on again on the 14th I called they said by the 15th its the 17th today and still nothing