********** debit order

I am struggling with the revolving loan department since the 25th of October. They ********** debited my cheque account and refuse to rectify the problem. I sent endless emails and phoned in where I am told it will be refunded. It is 20 days +. I went to the branch on Saterday the 14th of November and even they could see the fault the revolving loan did. They phoned the revolving loan department and was told to sent an email so they can resolve the issue on Monday the 16th of this month. Still nothing was done. Is Fnb *****ing my money? Attachment was sent stating the error and that the debit order should have gone through the covid relief fund. Is there anyone that can help? I will have no other choice to report this matter to the ombudsman