Payment

Hi I'm under debt review at this company. I had a horrible experience in August with my bank authorising a debicheck for more than R12000 out of my account without my permission. I contacted zerodebt and asked them for relief for that month , which they did. The case is still ongoing at the Ombudsman and I asked them yesterday ( zerodebt) for relief this month because am really struggling from my side. Their response this morning is that I instructed them to late because they already gave the bank instructions to deduct the payment tomorrow. I've asked them if they can refund the money and Now they tell me that according the 17.3 form it's not possible. It can just be done once a year. Is it true? I also inform them that I plan to exit the service end January next year and will be able to settle my account by them. R12079 is for me a lot of money when it's part of my salary.