refund complaint

My wifes name is lauren de jongh and standard bank deducted money from her account incorrectly apon quering it on the 20th june the consultant said she must come back on monday she then went on tuesday the 23rd june and the consultant told her the money would be in the same day or the next day latest the 24th june and no money was refunded yet she then phoned in today the 25th and they then told her the release date onthe system says no later the 30th of june.why should she wait that long for her own money of which its not her problem she didnt cause it and she wants her money back immediately.its unacceptable.