Day 9 and refund still not processed and no reason provided for the delay!!!!

Day 9 and refund still not processed and I am told the request was cancelled and there is no reason provided. Amount of R1155.71 was debited on 24th Aug instead of R431.04 and this has been happening for the past few months and each time in need to call for the difference to be refunded as the arrangement made was for the amount of R431.04 .

Today I followed up for the 3rd time which is a waste of my time and cost for making the calls and have to spend 15 min on each call made.

This is totally unacceptable and I need answers as to why the request was cancelled which resulted in having to call back the 2nd ,3rd time ????

I guess I will have to go to the Ombusdman and lodge a complaint ....