Bank refusing to give my money back after multiple queries

Very bad service. Money was deducted from my personal account by home loans. My home loan account is paid up. Why did they deduct thousands of Rands. After multiple queries no one can give an answer and no one is helpful in any way. I would like to know what is going on and would like my money back. As last resort we contacted the manager from Standard Bank Mooirivier Mall Potchefstroom it's been several months and no feed back has been given. We are pensioners and need the money to survive.