Requesting my refund

I am under review but made an arrangement with the store to debit me 1000 every month.Last month was my last payment of R567 but best home and electric dedicated R1000 and whe when i went to the store to ask for my refund they say i must give them 1 month bank statement of which i submitted a month ago. I went to them yesterday telling them that i haven't received my money, they said the received a call from head office to not refund me because i am under debt review and they can't help me