Poor and slow service delivery

I traded my car in on 18 March already, on the 25th of March my debit order still went off and I spoke to the guy there and he explained to me that the money gets reversed and it can take up to 21 days. I accepted this. It 19 April over a month later , no refund or reversal has been done. I have not been contacted. I have tried calling but the self help service is useless. I left a mail to be called back. Now on the 24th they want to deduct money for the other car I have. When they have not even taken the Renault Clio off my account yet and have still not refunded me. Can someone please make sense of this for me. We sitting on 31 days and I still have the Clio showing on my FNB account. But on the 24th they deducting the amount for the Ecosport.