unpaid refund

I have been listed under debt review since November 2021. I had a personal loan account with old mutual. They were not suppose to debit from my account as my debt counselors had an agreement with them. although old mutual was not suppose to debit from my account they did so and I have been requesting for a refund since 2021-12-23 and to date I have not received any refund from them.

I went to their branch in Polokwane again today to enquire and I was told to wait but the consultant said she was not sure when the money would be refunded back into my account and that I should just wait. I am a single mother and had good reasons to go for debt review. I am currently under stress as the children are going back to school and I have no money for their educational needs. I have been waiting since December 23 to get a respond from old mutual and to date I still have no way forward.