Terrible bank with worse service. Disgusted

I am very unhappy with the service that I have received from Capitec Bank in regards to a refund of funds that they took from my account for a personal loan after I put myself under debt review. The place I have done my debt review at have called them almost every day for the past 2- 3 weeks and they can still not give them any information about my refund. They said that a refund request has been put on the system but they have to investigate it before anything can be done? This is money that I need for other things I have to do. I want that money paid back before another week goes by. I am very unhappy and I am going to close my account with them if this continues. They were quick to take the money but they can't pay it back as fast? This has happened on the 26th of September already. They still took the money even after the debt review company did send them a letter saying that I am under debt review a while before it was month end even. Please fix this or I will close my account and never advise anyone to bank there again.