Debiting my account incorrectly, poor customer service!

Yesterday I had called in to reverse a loan debit that has incorrectly gone off my account. I managed to eventually get put through to the one person in the Debt Review department who ARGUED with her customer support colleague who had first taken my call (while I was still listening on the phone) that the call did not belong with the Debt Review department, trying to force her colleague to take the call back. It was very unprofessional and uncomfortable to listen to.

This Debt Review department lady then refused to take my query, rather telling me to send an email to her same department. Standard Bank have confirmed that they have on 17 May 2018 received notification of my intention to enter debt Review and have additionally confirmed that the debit amount for the loan installment was not supposed to be deducted from my account on 24 May 2018 7 days after the notification! Having to wait 5 days to possibly get an answer from an email that I was told to send you is really ****py customer service when Standard Bank is in the wrong. You've taken money out of my account incorrectly, I need it reversed urgently please.