Poor system

FNB in my own opinion is not as smart as it claims to be I have an account with the same bank...loan with the same bank right and I paid up my loan within the same bank through the app of the same bank and come premium date debit still goes off...I contact the bank to ask for refund and the consultant advises she needs to wait 24 hours for the system to generate a statement that says I am owed money then escalate to que for my refund and again waiting period is 24 to 48 to receive payment while the evidence of how much i paid ...how much i owed to settle and how much was debited is just in front of the consultant.....all of this within the same bank.....even if it is for security reasons...the system technology is slow or should i rather says far behind because all these are within the same bank ...SMART RIGHT The consultant was great the system failed her