BONITAS double deducted my money and I'm struggling to get a refund from them

I am writing this with a heavy heart. I was a direct payer of which May deductions went off from my FNB account on the 2nd of May and now since well I have changed to PERSAL payment as a government employees, another May payment went off from my PERSAL on the 15th May. I have requested for rend to my FNB as I was double deducted. I was told that I need to move to group paypoint before they can refund my money to my FNB. now that I was moved to group paypoint now I am told that they can't see the money from my employer. I am really confused as no one told me that they can't see it, the only thing they've asked me was that they need a letter from my HR giving BONITAS permission to move me from direct payer to group payer and now that letter was sent but I am still struggling to get my refund to my FNB account. What is it that I need to do to get my money back to my FNB account? One consultant told me I can't get my money on my FNB because I am moved to group , I get different information from different people everyday when I call. I need my refund in my FNB account asap or at least tell me what more do you want from me to get my refund back.