Service lesser than Standard - I want my money!

I do not know what is going on with Standard Bank and quite frankly I am fed up! I took a loan with Standard bank, paid for it manually last month, 2 days later they debit my account for the same loan. I called in on 28 October 2019 requesting that they return my manual payment as you have already taken it via debit order. I was informed that it would take 24 hours and given a service request number ***. I waited and waited. I called again asking what the hold up was, the lady simply tells me that she can see on the system that a request was logged but doesn't know why it has not been attended to. She says she will log another request and hangs up on me. I did not get an sms stating that she has done so. I am so ****ed off truly. I just want my money back and surely it doesn't take a whole week to reverse it. Also, for the longest time that I have written a complaint, you promise that someone will call me back and no one ever does. This is extremely appalling for a banking institute of you caliber to not even sort out complaints. And no, and sms saying " we reject your query" does not suffice without giving reasons as to why, which you have done so previously. Ngicela imali yami bandla angfuni kuze kuyiwe kodwa bandla. Ngikhathele iStandard Bank shame nobutsotsi benu!!!!!