still waiting for refund

good day, I have a personal loan ( ********** 726) with absa which I'm paying R1500 per month I've been making regular payments since last year and last week Friday 08/03/2019 absa deducted an additional R5000 from my account without my consent I went to the bank and reported this ,a lady called Nqobi from recoveries dept picked it up and promised me it was a mistake from the banks side and they will reverse the money back into my account I went back to the bank yesterday an made another request ,its Wednesday and still have not heard from the bank please help as I have a crisis in the family and desperately need the money