Absa not refunding me my money

I had an Absa home loan and it was recently cancelled. I have been trying to get my refund for the past 3 weeks. Their cancellations department is not answering their phones, all of them and I need the money. The bond cancellation has been finalised a long time ago and I don't understand why I was debited from the first place. The first time I contacted the Home Loans department, they told me that they will send an email to their cancellations department and I should receive my refund within 7-10 working days which did not happen. When I contact them again today, Ii am told that I should contact them directly. When I call all those numbers no one answers and Absa Home Loans tells me that the cancellations department don't normally answer their phone and I should send them an email. How was is that my problem? What difference will it make if I send hem an email when they didn't even bother to respond to the first email that they sent to them. II need my refund and I am not happy with the service I am getting at Absa right now!!!!!