Refund dispute

The year 2024 my mother bought a fridge and a washing machine and then January 2025 she went to change her banking details and pay her monthly installment so that they should not debit due to changing of bank account so after paying a day later they debited on the same account that she said they must not debit and she went to the branch in Kempton Park to get a refund however they told her that they have to escalate it to the refund department and it'll take 7 - 10 working day of which they didn't honor the refund month end February 2025 they debited on the new bank account that she gave and still they haven't refunded her money back.