Debit order reversal

On the 30/04/2022 my loan account was in arrears and I made a transfer to clear the arrears shortly after capitec bank debited the same amount. When I called the collections department they were not available. I then card on the 02/05/2022 Monday I spoke to an agent at around 10am and she assured me the reversal will be done within and hour. 5 hours later and still nothing. I understand the debits are system operated but I would like funds to be reversed and not have empty promises made. After all I am a client and I expect to be treated fairly. Capitec bank please follow your own words by putting the Client first and having some energy when doing so. I have to wait and beg for my own money?! Utter nonsense please correct this