Pathetic service

I had a building loan with Real people in July 2020 I app**** for Payment holiday of which it was approved.

Real people on the 30th of July attempted to Debit my account was Payment Holiday was still in place for the month . I discovered that my Bank changed me declined fee and when I requested Real People to reimburse me they telling me that they will not refund something they can't see . I emailed my statement and they saying still they will not refund me . So I want my account to be refunded of the R110 Declined Fee