Standard Bank Refund Request

I really do not know what to do, On the 26 of October 2019, last month i was unable to use my card i could not withdraw money, Standard bank suspended my account i phoned the Call Centre the lady said she does not know what is happening i will have to go to the branch on Monday, I went to the bank on Monday 28-10-2019. The lady who was helping me said my account is on Debt Review that is why they suspended my account, The lady moved the amount in my main account to my other account so that i can be able to use it. The money/amount that was moved was incorrect because while my account was suspended someone sent me R3500 and the R3500 was not moved to the other account. The lady said i have to send an email so that standard bank can refund me I sent the email on the 30th of October and on the 31 of October, yesterday 06-11-2019 i received an email from standard bank, the email says i must send them the bank details so that they can process the refund it is going to take them another 5 more days to process the refund. What is confusing me is that when i sent them the email i mentioned that the refund must be paid to my other account. The other thing which is really shocking to me when i phoned the Debt Review Department no one was willing to help me one of the ladies told me that i am giving them problems and other colleagues do not want to help me.