Very disappointed and frustrated client

Standard Bank vehicle finance department is just a struggle from beginning to end. We have app**** for debt review which was approved and communication was send to them in connection with cancelling the debit order. The first communication was send to them on 28 September for cancellation end of Oct. 23rd of October the debit order still went off. We have been phoning Standard Bank on a weekly basis to cancel the debit order and refund the amount they took from our account as they basically took the money we had left for food for the month of Nov. It has been 2 weeks with non stop struggling. Today the 9th of Nov they told us they will not refund the money as they only received the information from the Debt Counsellor to late. We confirmed with the Debt Counsellor which said that they first communication was already send to them in September and still my debit order is not cancelled and I also haven't received the refund. I am so tired of phoning everyone and talking to people that doesn't do their job. It feels like they are just not willing to assist. Basically if I can prevent it I will not be using Standard Bank in future again as this service is very disappointing. I have been a client of theirs for a while in more than one aspect, which they lost in all aspects. We were informed by Robyn Knight that a debit order cancellation takes 5 working days, at this stage we are standing almost 30 working days and now they are refusing to refund my money which was suppose to be food money for the month. How long does it really take? Hopefully we will get someone soon that can and want to assist regarding this matter as at the moment I feel people working at Standard Bank are *********** of doing their job.