Refund not paid as promised.

I spoke to a lady by the name of Abigail on the 10/01/2025, I requested assisted with a debt review. I submitted all my documents and setup a debit order mandate. I have received any documents showing that they will be assisting me. At the end of February the debited me R2000 which was not our agreement. I requested for a refund on monday the 3rd March. Abigail informed it will take up to 3 days. Still no refund. I contacted her on 6th and she ignored me and again on the 7th; She answered her phone after 5 missed calls. She claims that the finance team tried to refund me but it bounced and they make an eft during the course of the day. Its 6pm on the 7th and I have not received my refund. Abigail is not responding to my calls or whatsapp messages. They are ****mers that need to be exposed.