Unprofeasionalism and poor service

Hi I have an existing account with Atlas bank but last year October it happened I app**** for a debt review and my request was granted and accepted.

My problem is that on the 15th January 2025 they deducted my money from the account and I called them to inform them about their error and to make a refund. On the 15th I called the debt councellor to inform her about the error and she sent them the acceptance letter and my bank account so that they can see what they did is wrong.

From the 15th until to date I've been calling the branch and head office for feedback about my refund instead they taking me pillar to cost as if I'm their fool.When I call the branch the first time they told me they will call head office to check the documents for debt review were else the counselor sent them on the 15th January. On the 16 January I called again at the head office, I spoke with Smanga regarding the matter he said he will call the branch to do the refund.On the same day later I called the Smanga for feedback instead he told me the branch said they did send the enquiry to finance on the 15th January and they told him money will be in my account on Thursday night or Friday before 12:00 for refund but nothing has happened on my side.

On Friday I called the guy Smanga he told me the branch did sent documents the money will be on my account within 24 hours but nothing happened.Smanga called the branch and they said probably later it will reflect in my account.

Today (18 January 2025) I called the branch to get feedback about my refund instead they requested the acceptance letter which the debt review department already have on their side, so that they can send to them for my refund. I ask them when are they repaying because it is the money for my child school fees they told me today they are not working maybe Monday but I must wait on Monday.

It feels like this people are wasting my time, airtime taking me pillar to cost so that they could not pay me back. I don't know what kind of people who act so unprofessional and take people's concerns as nothing. Customer service is so poor and all they know is promising lies and taking people for a ride.

Atlas should take their employees to customer care training because they don't take their work serious