Refund for a wrong full deduction

I had a loan with capfin, paying R1778 for three months. When the amount i owe them reduced to less than the initial instalment Capfin stopped deducting their money for two months until this last month taking my money. I did approach the Pep store for help and their consultants told me to phone them myself they are not allowed to phone for me especially if my quiry involve cash. I phoned/ send an email to Capfin when i realised they have taken a huge sum of my salary on saturday 29/11/2025, they told me they have realised that and they will refund me R1051 within 48 working hours. Until today there is no funds in my account from them. The money appears on my bank statement on the 29/11/2025 untill today there is no funds. The consultant who served me said i have to wait for another 48 working hours again for me to send my bank statement to investigate the claim. I feel the Capfin fail me. The consultant said the system took the amount od the instalment because their system is automated. Though it stopped deducting for some months, they do not audit their system. I. Need assitance for this incident.