Unprofessional

Hi I have an enquiry with them regarding my debit order I missed a payment in Dec then I paid it late so now on the 31st of January 2023 they deducted r1942.10 I called for a refund because they were suppose to deduct r971.05 they just giving me a run around the money is for my son's stationery I need that money back I am tired of them not being honest on when are they refunding me the call centre told me the acc it's with collections when I call the collection they don't have my acc right now am very angry I need my money back they should have checked o called me to find out about the payment not to just decide to double debit on my acc 😡