Unfair Practice

I have made and arrangement for my payment break due to civid 19,and i was told it was approved but i was debited for unknown reason on 05/05/2020 i logged a complain as to why i was debited i was told the money will be refunded in 5 working day but till today its not yet refunded i called them on 12/05/2020 to do a follow up Masego assisted me and she sent an email to Gugulethu Ncube who is the team leader but Gugulethu is not responding to the emails i did a follow up today i spoke to Maleehaha she gave me the number to call Gugu when i call they are hanging up,this is really not fair to me as i need the funds,and its not for the first time i have bad service with standard bank this is really poor service,i need my money back now,*** that my contact number my Id number is ***