Waiting 21 days for FNB Personal loan debit order refund.

FRB debt review centre is forever telling me that they're escalating the query sent to the refunds team. three weeks in, now the agents answer me and put me on hold forever for me (A lady named Precious onthe debt review team has put me on hold twice now, not responding after, I waited 20 mins waiting for response, twice). I need feedback on what's being done, however I'm being kept in the dark. I will also contact any other avenue that's listening. I need my d/o reversed, simple as that.