I have a loan with them and on the 22nd of March thet deducted a double payment, on the 25th I phoned them and was told to send proof that it was deducted twice which I did, I phone almost every day to ask about my payment and 3 weeks later I still don’t

I have a loan with them and on the 22nd of March thet deducted a double payment, on the 25th I phoned them and was told to send proof that it was deducted twice which I did, I phone almost every day to ask about my payment and 3 weeks later I still don’t have the money back and just stupid excuses. Is that bank so poor that thet have to steel money from me to stay afloat?