We incorrectly transferred money to the Home loan from savings account

We incorrectly transferred money to the Home loan from savings account. We called the call centre for assistance and was advised to go to the branch. Went to Cresta Branch and was advised to send email to ********** to our surprise they where not able to assist us and we had to call the Home Loan department which confirmed that the funds are reflecting however we need to go the branch for the transfer to be reversed. I don't know what must one do in order to get the funds back into my savings account. this doesn't make business sense that nobody is able to assist with a simple request.