URGENT REFUND NOT DONE

We asked for relief of premium of home loan. Without any income, we stretched ourselves to pay R5500 of R7700. We added the R2000 later on and were up to date in this difficult times. On 11 June 2020, Standard Bank withdraw R7700 without any permission on that date, from the bank account from where debit orders are taken while all our premiums were up to date. From that day, we started long telephone calls and correspondence to get the refund for other payments I had to make. I had spoken to Thabozile, Mamelo, Nobunto, Thogo etc with the reference nr ***. I completed a form and had sent it 5 times to standard bank to the following e-mail addresses: *** and *** and every time they were looking for it and could not say when the urgent refund would be done. When I called the call centre, I hold on at least 15 minutes, and one time, even 40 minutes before somebody spoke to me, just to tel me they will look into this matter. IT IS NOT GOOD ENOUGH IN THIS DIFFICULT TIMES!!! IS THERE ANYBODY FROM STANDARD BANK THAT CAN HELP?