Worst bank ever

So I had one last installment that had to go off via debit order on my personal loan account on the 26th. I did a transfer to my personal loan acc to settle it on the 21st. I phoned them to ask when are they refunding me. It is the 4th today and still no refund. When I phoned the consultant told me it will be refunded between 3 and 10 business days. If you owe them money they quick to take it off but if they owe you money they taking forever to pay it back.