bad service

i paid my personal loan up on the 18th December and on the 19th phone for a refund on debit order that went through that was only ment to go off on the 31st. my ref: number was Rm*** and was said it could take up to 7 working days.On the 30st December i call in and was said it would be paid out by the end of the 31st and if not in then should call back.2nd January i called in and was then told it would have been paid in before the end of the day but still nothing then .On the 4th January i called in and spoke with "Palesa" and was told by here that it would be paid out by 12pm as it is schuedal but when i called in at 2pm no one can help me as just keep saying i must wait and still no money paid back.