Refusal to repay incorrect debit order

I settle my account my loan account with Direct Axis on the 3rd August 2015 but they still deducted my debit order on the 28 August 2015. I then called them and they indicated it will take 5 to 10 woring days to refund my debit order.I was not happy and the consultant indicated that she spoke to her team leader, Yumna Abrahams, and that they will pay me on the Monday, 31 August 2015. when i phoned a couple of days later, they told me it will take 5 to 10 working days - again. I then phoned them on the 15 September to find out why my money was not refunded, which the consultant ( Miss L. Wessels) told me that they tried to contact me to inform that i should not ask for a refund on my debit order. She then informed me, it will take another 5 to 10 days to refund my depsoit - unbelievable poor service! I will be taking this up with the ombudsman