Poor communication

My homeloans account was debited on the 23 and again on the 24 December 2025. I called in on the 24th of December 2025 and I was sent from pillar to post, From 1 consultant to another where I was told that my account is in arears and if made payment arrangements. I told them that it's my first time that I learnt about it and I'm not a where about it. Then I'm told that he will sent an email through to debt counselling for a refund of R2295,84 which is not the amount that was debited and it will reflect within 24 to 48 hours. I called in again on 31st of December 2025 and I was told that an email will be sent to credit control for 1 debited amount to be refunded to me and it will take 3 to 5 working days which wasn't true. I called in again today(8 Jan 2026) where I was sent again from pillar to post and the last consultant asked me when did I sent the email and I said that it was sent by the consultant. Then I'm asked to sent an email to debt counselling for the refund and said that it will take 3 -6 working days. No acknowledgement of email yet