Assistance with refund

I have a major problem with standardbank and how they are handling my refund process regarding my personal loan. I took a loan and the last debit was supposed to go off on December 2020. Standbank continued to debit until last month and I was busy contacting them until I was told they canceled the debit order and it won't go off this month and I will be refunded. When I ask them for a refund I'm given the run around and I am not getting assisted at all. I've sent countless emails to the relevant departments and when I call I'm always put through to different consultants in the different departments but still no word of when I will recieve the refund. All I am asking for is to get assisted regarding the refund.