unhappy customer

So my bank account gets debited by Discovery Insure for an amount just under R6000 on Friday 28th August. After calling them to find out why my account was debited I find out that it was a system error and that a refund will be processed, at this point Ive been very patient with whats happened and assured my money will be in my account by Monday(1September) morning. Note at this point my bank account is now just over R1500 in-arrears with debits that still need to go off. After calling this morning to find out why my money has not been debited to me I get told that the money will only appear in my account 5 to 7 days from the Thursday the 3rd September and if I want it sooner I would need to go into the bank and get the transaction reversed. Surely this is not my problem to fix and I feel Ive been as patient as possible with whats happened, me leaving work means time away from work which is not an option. Surely there must be someone at discovery who is able to get this sorted for me with as it was not my error.