Refund not paid back since 27th October 2021

I am under debt counselling so that means that my Debt Counsellor pays the Companies that I owe money - So on the 26th October Absa VF took R2669.60 off my account, on the 27th I phoned them asking for a Refund they asked for a Statement and I emailed it to the email adress that was given to me, since then I phone everyday asking for MY MONEY back. Everyday they say that The Manager is busy with my Request - How long does it take to Refund what is not yours. I have no airtime left as I used it ALL on phoning Absa - I want my Refund - They have very bad service as Yesterday I was busy telling the lady that answered my call what I need to still pay with the money ABSA took and she put me on hold. VERY VERY BAD SERVICE.