Poor Service

I requested a payment holiday for 3months and then i was told that will commence on the first of August which means i wont be debited on the 15th August but to my surprise i was debited and then i called them today to do a follow up i was told that they are very much sorry the system will do a refund its will take 15working days then if not i must call them on the 05th September they will do a transfer immediately to my account.So my quiry is dont they do that transfer into my account immediately because i need that money to pay for copayment of my hospital admission n i cannot wait for 15days.