Disappointing experience

Hello everyone.

On November 2, I paid an amount into my closed splits account when I should have paid into my credit card. The following day, I contacted the bank and requested that the funds be transferred to the correct account. I had to send an email informing them of this, which I did the same day, and when I called that Friday, I was told they couldn't move and that I needed to send my banking details so that they could refund me, which I did but nothing happened. I called again and was told that they would move rather than refund, but nothing has happened to this day. My account is way overdue, and the same people call me on a daily basis.

They charged me late payment fee, etc while the money is sitting with them. I have a debit order arrangement however it didn’t go off while there sufficient money in my account. This will affect my scoring as I might be demeed and defaulted in my account

Why is transferring monies from one account to another within a group could take such long while I provided all sufficient documents to prove the payment. Can this be resolved urgently