Unhappy customer

One of my creditors has deducted their installments from my accounts and according to My Debt Hero the only thing they can do is wait for the turn around time which 7-14 days for the monies to be refunded. They even suggested that I can contact the creditor myself and my response is below. I have have asked to speak to a manager but since this morning no manager has called me back which I was promised that they will

Unfortunately I will not contact them as this is an agreement between myself and Debt Hero to contact my creditors and unfortunately I cannot wait for anyone's turn around time as I need the funds by Thursday. This has not been a mistake on my side and like I said I have other debit orders that's going off so I need that funds urgently. It's either My Debt Hero has to refund me or the creditors like yesterday. I cannot be stressed about funds that are supposed to be in my account for other uses. This is the reason why I came to My Debt Hero in the first place to have extra cash. How My Debt Hero gets this resolved by today is not my problem as these debit orders had to be stopped from the onset. However, I've seen that Debt Hero only sent out the forms to African Bank on the 17th June 2023, so I'm not sure if this has only been done at that time or from the time I joined as I celery stated all the accounts from the day I joined. Also I have asked numerous times that the Std Home Loan account not be added to this but I saw that it's still reflecting on the statement.

Please can you speak to someone in a higher position as you regarding this matter. I need a positive answer by the end of today. The debit order for Debt Hero has been going off without any hassles on my side, funds have always been available, so I can expect the same courtesy from your side.