Refund not received

I was retrenched and submitted a claim with the bank. The claim was approved yet the bank still went ahead and debited by account for the monies which they approved to pay from the policy. I have been on the phone calling every day trying to get a refund since 28/08/2017. This is unacceptable!!! From FNB to an FNB account they say 48 hours. 48 Hours past follow up call upon follow up call. Still no refund no explanation.