Still waiting for my refund

I paid my personal loan finished in April and was told that I didn't have to call after the payment was made. I was told the Personal Loans department would see that the account was paid up and it would be closed and I would be notified. On the 20th May my bank account was debited for the amount of R365.83. when I called to query this I was told it was because I didn't call to close the account. I was told that the account would be closed and a refund would be made for the debited amount. Today is the 1st June and I have not received my refund or any feedback or response from you. because you did not refund as per our agreement I had another debit order reject and due to lack of funds I now have been charged rejection fees. if you had done what you said you would I wouldn't have to pay additional penalty fees. the ref number for my request is ***. This is unacceptable service.