Reduction not implemented

Please advise on how installment reduction works. I app**** for permanent reduction last year (2025) around September and I was granted a permanent reduction and I was told that the following month the reduction will be implemented but to my surprise till today it's mot implemented hence they are still dedicating the the old installment and I have to send emails every month for refund and they will only refund the money days after month end now my question is it going to work like this till when that they take the whole amount and I have to send emails for them to refund the other portion of amount ot really frustrating please assist me how does permanent reduction works cos I know of someone that was also given permanent reduction but her situation is not like mine they deduct what was agreed on but with me I have to send emails every month to get my refund