Refunds??

On the 13 August 2020 I paid my personal loan in full but paid too much. I was told it will be escalated and refunded into my account but I am still waiting. My other complained is that I transfered money into my covid relief fund because the deduction was way before my salary date but to my surprise it even went off much earlier than stipulated on the app. I was told that transferring funds doesn't change the debit. I have however requested to reverse the transfered funds but I am still waiting. I received a call from a consultant with my reference number Rt*** in the hopes of solving my problem. I am very upset and disappointed that I am waiting forever for my own funds but if the bank wants to deduct, it happens instantly. Please a kind request to practice what you preach. I am tired of phoning and speaking to consultants that can't seem to help or solve the problem.