Refund for too much money taken

On the 19/08/2015 I spoke to Lorenzo to make arrangements for me to catch up on my arrears, reference nr:***7, I had a arrangement with them because we had retrenchments and short time at work. I am paying weekly so arrange with him to take R100 per week more for me to catch up on arrears. last week Friday they took of the whole months amount witch resulted in me not having any money left for week. I then phone them again on Friday and spoke to Essie, reference nr:***, she told me they will refund, when she told me it will take up to 7 days, I told her I have a problem because my wife is driving ****m per week, and do not have money left in my account for petrol, she said I need to hold on and say she will see if they can do urgent refund. she then after about 10 minutes came back to me and said they will refund Friday or latest Saturday, needless to say no refund. I then phone this morning again and spoke to Nondumiso ref nr: ***, after explaining my problem she told me sorry wait 7 days. I then demand to speak to manager, she then told me all managers were in meetings, I then demand again the she say sorry they don't take calls. this was a mistake by them.