Standard Bank Refund Issues!

I have assisted my mother in her request for a refund of her debit order on her vehicle finance account with Standard Bank. The account had been settled yet they proceeded to deduct the instalment on 30 September 2024 despite the aforementioned. She phoned the contact centre immediately and was informed that they would refund her. Despite the guarantee of the refund no money had been received thus far. After numerous phone calls and queries it was confirmed that the refund was processed and finalised on the 4th of October 2024, however taking into consideration the delay of funds reflecting between different banks, the funds are still not paid into her account. The consultant requested we provide a statement of the account to prove that we did not receive the refund and same was done immediately, however to no avail. I would like to confirm that despite the frustration, the call centre consultants were incredibly friendly, despite the fact that this issue has still not been resolved. God forbid you ever owe a bank money, they will pester and threaten you as is their right, but when they owe you it is a nightmare to get what you are entitled to. The account was always paid in time, they never had to wait.