No refund

Good day I had to put myself under debt counseling last month due to my financial situation that has changed. On 18/10/2023 Fnb was informed to cancel the debit orders for the loans. On 25/10/2022 they were informed again to cancel the debit orders but on 27/10/2022 the debit orders went. Debt busters did inform them to refund me but to date nothing. According to their automatic response in the emails it states that for refunds it can take up to 10 working days, we are now on day 12. I really need them to refund me today. They have no right to keep my money hostage.