Pathetic service

In April I made a payment of 1200 in the incorrect account. Absa never notified that they did not received the payment, then with this whole covid 19 problem my dad could no longer pay his monthly installments and we contacted them with regards to the relief benefit plans, all went well and they advised everything was approved. My dad has 2 personal loans as well as the credit card. The end of May nearly 1200 gets debited from my dad's account we then contacted the contact centre they advised that we weren't approved for the relief benefit even though we have the proof. My dad and I then went to the Absa branch in Promanade and they cleared the matter that the cash would be refunded in the next 24hrs and so it happened, however on that very same day it got deducted again we then contacted the call centre once again and was then only advise that the payment of April was never received and that's why they debited the account. We then queried about the 1200 payment that was made in April since it was apparently just having there, at 1st we wanted it to be allocated to the correct accounts but after the money that was debited wasn't going to be refunded and we learnt that because, payment was missed in April they covered that month with the relief benefit and we need to pay end of July instead of August , we then requested the 1200 to be refunded back to us which didn't happen either they went and allocate the money to the accounts it had to go too. We did not know that because no one got in contact with us we only found out about it when we contacted hello Peter , that on the 11th of June they allocated the cash and on the very same day I spoke to Keagile Pooe a team leader at Absa and advised her the money should be refunded I send proof of payment to her email also and again advised the money should be refunded yet she still ignored.
I need my dad's money to be refunded they not getting away with this, there service is poor as hell and I'm not leaving this matter till it gets sorted.