Standard bank home loan tale. Me. Pillar to post about refund, its January I need the money even is little to me is alot

I have a homeloan with Std, I made arrangements to pay on October for installment of September, since then they keep deducting extra for november and December, I called and and 24th to ask for refund, agent said on the 27th I will have refund, since 27th I am calling every day taking to different agent is stressing and now I really need it even is little money to me is alot cause I have school children. I'm tired of calling and escalated to senior holding for better update until they log a request on the 6 Jan even now I'm waiting, until how long will I get refund.