Standard Back bad Banking Practices!

Standard Bank debit my account while I made a payment on my vehicle finance. I had to make a payment manually due to HR related problem I would not get payed. On the 23 December 25 I visited a standard bank Branch to ask if the can return my funds they say we must call a agent. The agent give me two options. One is they can return the funds but it will take a week the second option i must request Capitec Back to dispute the transaction but on Capitec side it was locked and could not be done. I went back ti the back spending 29 minutes on the phone with the agent. I was informed money will be in my account by the 30 December 25. I received an email on the 30 December 25 that the matter has been resolved and I was expecting the money to land in my account but nothing. I called again on the 31 December 25 I mist write a letter to get my money back there was no talks about a letter only my money will be in my account. How can you sent a email matter is resolved but no money are transferred to my account. I do not know what to call this. Please standard bank resolve my problem.