Complaint

I am Nwabisa Mbulaheni who has a loan with Direct Axis which a debit order goes out on the 27th of every month which is what has happend this month but i was double charged this January two debit orders went off one for R3500 and other for R3880 the initial debit order is for my top up loan and then the second debit order was for my first loan which that account was suppose to be closed. I called them spoke to Unati and i was told who ever was assisting me didnt close (error on their side) the initial loan account hence the debit order came out. I am told it takes 05-10 working days to refund me Why? since it is their fault now other debit orders are bouncing since R3880 is sitting with them When you apply for a loan the money comes in your account less that 05hours after approval but when they have to refund you from their mistakes you have to wait for 10 days.