Debited for loan I didn't take101p

I had enquired about a loan with Standard bank over a phone call with Prasheen Manraj in November. She was unable to process as I did not send my documentation because i did not want the loan. On the 1st Dec 2017 my account was debited for the loan which i had not received and I had gone into the bank on the 1st Dec to query this. I went to Randburg standard bank on Oak avenue and they checked my record and saw that i was incorrectly debited and had Prasheen contact me and have the amount reversed. On the 3rd January 2018 i was debited again for the loan and when I queried the agent said that they had not closed the account that was wrongfully opened. Prasheen said she will request again for it to be closed and for the money to be credites to my account however it still has not been done. I am very unhappy at the pathetic service and that I have had to go through this 2months in a row.