Please refund ******** debiting

Hi. I have been running around in circles with Nedbank for weeks now and I AM FED UP. I have a personal loan with Nedbank which I have been in arrears for months now as a result of me going back to Varsity to complete my studies. Seeing the seriousness of my finances I decided to approach a Debt Counselor and apply to be put under debt review until my financial situation improves, this was done on the 8th of February. The gentleman who was is assisting me from NDA confirmed that all my creditors have been notified of this. This morning I wake up to a text message that R5022 has been debited by Nedbank. I went to the branch and they called personal loans and I spoke to Priya who very arrogantly told me that I would not get a refund as I have not paid my loan. I know that they only debited me because I have undergone Debt review and they don't want to lose money as a result. I need Nedbank to understand that I am a Student firstly, I am a single mother. The R5022 that you guys have taken from my account is meant to go towards my tuition as well as my sons school fees. Please can I be refunded this money URGENTLY and can Nedbank follow the correct protocol for DR Clients.