Bank dragging their feet

I'm really disappointed about the service that I'm receiving from DirectAxis. On the 3rd of March 2022 I wrote an email asking to be reimbursed the money that my bank took from my credit card and used it to pay off my loan account without my concern and I told them that I wanted to continue with my instalments. They agreed to my request and responded by asking me to send them the banking details of the account that was used to pay off my loan. I sent them screenshots of my contract which showed my banking details but they told me that they don't accept screenshots and asked me for a PDF which I sent them on the 10th of March. The following week I phoned to ask for feedback because I haven't received the refund yet and the consultant told me that it usually takes upto 10 days for the refund to be processed but looking at the number of days that I've been waiting, it was more than 10 days. The consultant promised me that the money will be in on the 29 of which i agreed to but to my surprise up until today, I haven't received my refund yet but on the 26 they deducted the loan instalments from my bank account. What bothers me most is the fact that they are delaying with my refund but quick to take their money from me. I never expected this kind of bad service from such a huge reputable bank but they are just dragging their feet on this matter. I phoned again today on the 30th of March and the consultant told me that the refund was processed on the 28th but they are still waiting for authorization from Westbank and this means all along I've been waiting invain because I'm sitting here waiting for the money to come through but no... they're are still waiting for authorization. I'm not happy with the delay, it has inconvenienced me because I paid them and on the other hand I had to pay a huge instalment on my credit card because of the money that they didn't refund.