Poor service from consultant to management level!!

I lost my job earlier on in the year and was not able to make payments on the loan account. I was excited to speak to someone since I've just recently found new employment so I was able to make payment arrangements. I advised the consultant to start debiting for the loan amount at the end of November since I had several things to see to with the first training pay check, this included school fees and normal day to day living expenses that I was not able to see to whilst being unemployed. The consultant agreed and made the arrangement. The money was however taken from my account as soon as my salary went in. I spoke to a consultant at the Claremont branch who flat out told me there was nothing she could do! I asked to speak to manager who got on the phone with the credit department. From the conversation they had it was clear that the departments don't work well together, which is disturbing since they are SUPPOSE to be a team!I was told the refund will take place in 3 working days and that the Manager Alicia would monitor my account and call back. 5 working days have passed and I've received no feedback and no money was refunded! Even Kenilworth branch didn't assist me!