Nedbank approved 1 refund but cannot approve the rest, their workers are misleading

I am a client that is under debt review, i have an overdraft facility, in march i called in to notify bank monies went into my account in error (not from debt counselllor)and the consultant told me i must send an email to the debt review department, as per this conversation. I did email and there was 2 refunds processed on my acc 7 March and 19 March, on the 23 April i sent an email for a refuld it had been declined, i am very upset as the debt counselling department Lindi didnt have any answers and said that my account was over the limit , this doesnot man sense if i was given my previous 2 refunds, i need assistance as the debt review department is very difficult to deal with and treats us consumers as if we are inferior because we declaring yourself financially unstable.