Delay in refunds

A double debit went off on 1 of my loans I called the 1st October and asked for a refund, called the 8th October and requested again, on the 13th October I called once again and was told they can see the request was done the 8th and they escalated the request, and still cant understand why the payments department is delaying my refund. Can someone from FNB for the love of my sanity please call me, resolve this for me or refund me ASAP