refund

i have a loan with absa which is under legal made the arrangement for payment. last month they debited the instalment then and did the debit journal and took all the amount in my account. i called them last week Tuesday and was told. they can only refund 50% which i ended up agree on it when promised to get money within 2-3 working days. Friday did the follow up i was told its only requested Friday. i have called today also today i have been told that it was only requested today spoke to different agents no one want to let me talk to manager or team leader. since the morning i have called the fund are not even released, they keep on telling me they have escalated. since the morning still not done.