Refund of Debit Order

Account number *** <br> REF No ***<br> <br> On 26th Jan i paid my personal loan in full. The monthly Debit order still went through on the 27th Jan. It was too late for me to stop the debit order in time. I contacted the call centre on the 27th Jan and request the refund for the Debit order that went through. I was informed that i will receive the refund within 6 days. I again contacted the call centre on 6th Feb and was then told to email the proof of payment through to release the funds to my bank account. Why did they need a proof of payment if they can see on the system it was paid in full. The email was send on 6th Feb as requested. Again i contacted the call centre on 9th Feb and i was informed that they will request the refund. I was under the impression that was done already on the 27th Jan.<br> Can someone please inform me when will i receive my money back