Cannot get debit order refunded

After my vehicle finance account was paid-up and closed towards the end of July, a debit order went off for an installment which should be refunded to me. I've called into the call centre for 5 days straight and was told the system to log the refunds is not working and I should try again later. FIVE days and one of the largest banks in Africa cannot fix a system to log a refund request. This is the 5th day and I after getting through to a consultant and telling him my problem, he puts me on hold and I have been on hold for the last TWENTY minutes. Not sure if he's gone off to lunch or just plain forgot about me. I cannot believe how ridiculously difficult it is for something so simple.