Did not honor payment arrangement and refund

Standard Bank Home Loan's took my kids school fees, transport and food money straight out of my bank account. I missed one payment on my home loan, called thrn to make arrangements and pay it off over 3 months. I probably spoke to 15 agents in that time everytime confirming to check that everything is in order, me calling them not once have I received a call from them. My final payment was to be made 1 Jan (3rd), they deducted double the amount and I called in the 23rd December and 28th December to confirm the amount the agents confirmed the amount is correct and that's the amount to be deducted. Only for the 3rd of January to find that double has been deducted. I called in the 4th spoke to Mpho he advised that refund would be done in 3 days. Today 10th still nothing, I call in spoke to Thando, she advised there will be no refund. I am literally shaking and crying because of this and I'm not speaking about a R60, or R600. It was almost R7000.