Personal Loan payment debited twice

I had the inconvenience of having my account debited twice, I called the call centre and I was told the refund will be deposited back within 48hrs. Today is day 3 and I have other debits that now can not be met because of this.

When I call again this morning I'm being put on hold sent from pillar to post with no assistance

Why am I being inconvenienced for something that is not my fault? The arrangement stands as that the debit would be 1 full instalment and a half that is in arears.... why take 2 full instalments?

I need the refund now please.