Standard Bank NOT so Honest !

On 11 December 2014 an amount of R39 795 was deposited into my current account, this by a retirement fund I belonged to. I am under debt review and was making monthly payments but not in full for reasons. A form 17.3 was submitted by my debt counselor according to protocall. After various emails and phone calls Standardbank refuse to refund my monies and claims they have the right to refuse the 17.3 form. How can they refuse a leagal form which was put in place for reasons like this ?