Money deducted in error but still not paid back

On 16 May Multichoice inadvertently deducted an amount of R231.32 from my husbands bank account. I spoke to Leandra - Ref ***-i487 on Monday 17 May, who promised that the money would be reversed and was deducted in error and be paid back no later than Wednesday. To-date nothing has been received! How can Multichoice just deduct money from an account without permission? Please rectify immediately Multichoice!