My refund!!!

I have been banking with this institution for years and I am really not impressed with their service. I took out a personal term loan in February 2020. The first installment was due to go off through a debit order in March. As agreed, the debit order didn't go off, as the term loan is linked to my current account I then made a transfer to honor my obligation. IB transfer was made. End of April Standard bank debited my account twice. O called in to make an enquiry and to have one debit order refunded back to me. It has been a complete hustle to find someone who will give me the assistance. If I was calling to reverse a debit order from another bank they were not gonna ask a lot of questions, why is it soo difficult to have my money refunded back to me. Yesterday I called in twice and on both occasions I was taken from one department to another but still no solution. Can I have my money reversed. Service requests numbers ***, ***. This is not fair. If it's such a hussle to get queries resolved why must I keep banking with this institution????