Payment Holiday Granted Yet Funds Still Deducted

Last month (April 2020) my husband requested a payment holiday on our home loan, loan and credit card as he was not able to work full time due to the lock down. We received confirmation that it was approved in writing yet his bank account was still debited at the end of April 2020 / beginning May 2020. We were informed that he just needs to request a refund and it will be sorted out. He has done that and he was then informed that we would only get feedback today 12 May (8 working days later). Today he has tried to call them but could not get any information. He then requested a call back because he had run out of airtime after an hour on the phone with various call center agents but he was declined. CAN STANDARD BANK PLEASE ADVISE HOW THEY CAN GRANT A PAYMENT HOLIDAY AND THEN STILL DEBIT THE ACCOUNT? CAN THEY ALSO ADVISE WHY IT TAKES SO LONG TO REFUND THE MONEY?!?