Still awaiting my REFUND , as a debit order was taken in error

I am still waiting for my refund! I took out a personal loan with Old Mutual in January 2018, I took out a second loan with Old mutual last week and they too R5500 to settle my previous loan with them, the next day a debit order of R1975 (my previous instalment) was taken from my bank account. I went into the Claremont branch and needed to sign a document which was faxed to whomever I was then advised my money will be refunded anytime between 4-24 hours, nothing yet. I have been to the Old mutual branch again this morning and to only be advised that my refund is being processed I should receive it today, nothinh yet. I have just been on the phone with Client Service whom advised it will be escalated as it can take up to 48 hours to be refunded!! What an appalling service, you quick to beg me not to reverse the money but not quick to refund me . If I do not receive my funds no later than Wednesday 28.11.18, then I will be taking this to the Ombudsman!