Account closure delayed account debited

On the 26/01 I called to get my account closed and card to be cancelled. I specifically asked how long will it take and was advised that immediately when I complete the form and send it back. Asked how much do I owe as I don't want the card anymore, I was told that nothing owed or owed to me. I completed the form, obviously did not complete the bank details part because that is needed specifically when your account has credit. Then, on the 1st Feb I get a response to complete bank details- meaning another delay. On the 28/01 my account was debited R500.After that, I was told to go to my bank to reverse the debit, unfortunately I did not manage to attend to that and believed that my account will be refunded accordingly. Today is the 9th Feb and I am told that I must count 5 days for the refund of R398.00.Can I have someone competent to assist please! because every time I follow up I get a different tale. Also an explanation of R500 to R398 refund!