Over Debiting accounts of senior citizens and have issues refunding the monies

Discovery Keycare Department over debited a senior citizens' account. When it comes to refunding over 4 weeks they keep saying the bank rejects the payments. We have checked with the bank and its a discovery internal issue Spent over 3 hours with a Consultant who did not call back , we not talking a couple hundred rands here its in the thousands that they need to refund but keep having issues and want documentation even though we have submitted everything

Discovery takes money from senior citizens and has issues refunding it back, is this not theft? Pathetic Discovery