Payment holiday a lie.

During this covid crisis I sent an email to standard Bank for payment holiday on the 4 April 2020 in respect of my home loan. I received no reply and I emailed and called no less than 9 times. I called again and after being on hold for an hour and a half I was assisted by a good gentleman. I was advised that the payment holiday on my bond was approved and that I would not be debited. I received quite a shock when my bond was debited on the 30 April 2020. I called the bank that afternoon and they advised that the debit order would be returned in 24 to 48 hours. It is now the 11 May 2020 and no refund as yet. I have called and called but all I get is that someone will call me back. Please refund me as that money was for essentials needed during lock down.