Unacceptable delay for a refund

I was retrenched in August 2021. I have retrenchment insurance with Nedbank insurance to cover my instalments. Nedbank insurance approved the claim and made a payment to MFC on 13 September. They still deducted their debit order on the 28th. When I phoned on Tuesday, they said to submit the letter from nedbank stating the claim is approved with my bank statement. He then said that they will refund me in 2 days. I submitted the documents but they apparently do not understand that I wanted a refund. They offered to restructure my payments. After calling them again today the lady understood what happened and submitted this to be refunded. Now the problem is the refund will only happen in 72 working days. This is unacceptable as I don't have an income at this moment and they don't care that take your last funds and will only give it back in 3 months. This will not solve any problems