Refund Request for Duplicate Debit

I am writing to formally escalate an unresolved issue regarding a duplicate debit on my account. While I was on maternity leave, my account was handed over to Blake Atlas, which I understand is the collections department. Upon my return, I made payment arrangements, paid the first installment, and subsequently settled the second installment in full. Despite this, an additional debit order was processed after the account was fully paid. I immediately contacted your team to request a reversal and was advised to process it through the bank. As an employee of the bank, I am aware that such reversals are not possible, and I had already exhausted all available steps before reaching out. I was then asked to provide proof of the deduction, which I submitted promptly. However, I later received a message stating that I had sent it to the wrong department. I clarified that the number was provided by a supervisor. Eventually, I was informed that the matter had been escalated to the Credit Department, but I have not received any feedback, nor was an SLA communicated. I have followed up multiple times, including speaking to a team leader who assured me of a callback, which I am still waiting for. To date, I have neither received the refund nor any confirmation of when it will be processed. I kindly request urgent assistance in resolving this matter. Please confirm:

The current status of my refund request The expected turnaround time for processing the refund The contact person responsible for handling this case