Why play fair?

Firstly, let me just say, the call center agents I have spoken to have been very friendly and kind and did their utmost to assist. Unfortunately the accounts department have been very poor. Recently I found myself unemployed and I did the right thing by contacting Wesbank to notify them of my predicament. The accounts department took an entire 2 weeks to finally approve a deferment of payment for 3 months. By that time, another payment had gone through on debit order which put me in a very uncomfortable position. However, the accounts people promised that the debit order would be reversed which was very kind of them. The problem is that they told me the repayment would be fairly quick and it would take just a couple of days. It has now been 10 days since and I have called them multiple times and had to spend quite a lot of money on phone calls which came to nothing. Each time, I was told that it has been approved and sent to the "refund department". I was told that somebody would contact me to give me feedback but I have been waiting without any call from them. I'm not one to complain and I'm normally quite patient, but my patience is now all used up. I'm wondering why bother to play fair when all you get in return is a kick in the *****.