Person loan refund

I was due a refund on a personal loan that was incorrectly debited, I disputed on the 9th of July and on the 23 of July I'm told it will take 48 hours, but on the 25th I'm told they need to check with finance how long the refund will take, I spoke to collections department to a lady by the name of precious and her team leader(Eva) said she will let me know via text on an update, call reference 1313

I am waiting