Bad service and debits without customer's knowlege

My husbands account was debited by MFC without his knowlege or agreement - almost 2x the installment amount he had for the vehicle. Last week Wednesday he spoke to one of the MFC consultants to reverse a portion of the amount and she told him that the payment will be reversed to his account by the end of last week and till now he hasn't received anything. My husband was unemployed for almost 2 years and wasn't able to make any payments as we had to survive on my small salary. He just started working and we depend on that money as we have 2 children and need to make a living