poor service and wrong billing

on the 14/11/2023 standard bank restructures did send me an email telling me that To help correct this situation, we have respread your arrear amount over the remaining term of your loan. This means that your account is no longer reflecting an arrear amount. Your revised monthly instalment will resume on 27 November 2023 and will be R5859.22, as calculated on the day the respread was granted. Kindly note that the monthly instalment may change due to independent variables, such as a change in the interest rate announced by the Reserve Bank.

and to my surprise last night they have collected R9362.16 on my account and the extra money that they collected it was for my vehicle installment .and today i called them the first lady who are have speak to she mentioned that she is transfering me to client care for a refund and also clear the R9362.16 to be R5859.22 going forward .and yes i was transferred but i couldn't be assisted they transferred me again with no help and again they transferred me to a 3rd person who couldn't assist me at all as she also wanted to transfer me and i was on a hold for more than 20 minutes .what i want is my refund so i can pay my car installment .not happy at all with what standard bank is doing to me now .