Loan Payment / Debit order issues

On the 12th of December I called FNB to get a settlement amount of my personal loan. The 14th of December the payment was made and the account was then supposed to be settled as the final settlement amount was obtained from FNB.

I then went onto the app and saw that the available balance as well as due balance was 0, until I checked the detailed balance where it showed that I owed R310 which was then paid as well as I want this loan to disappear. hence the settlement amount request.

On the 17th of Dec, the debit order also still went off for the monthly payment.

I called FNB on Friday (18th Dec) to find out what went wrong, and they confirmed that the debit order will be refunded during the course of the day on Friday, which did not happen.

I just called them now again (on the 21st of Dec) to get another response that this will only be done within 4 - 7 working days. This is no right, they were quick to take my money but not quick to pay it back? Should I rather in future keep their payment away from them for 4 - 7 working days until I feel like "Maybe I should pay them" or play a little of payment roulette?? Come on man!

I was told that it would be escalated to the Finance department for investigation however I dont believe that this would resolve the issue in a satisfactory manner as this issue has been since the 17th of Dec without any success.