Negligence - Consumer Complaint for Finbond Mutual Bank

Hai I took a loan in jozini finbond branch, unfortunately iam currently working at Ladysmith, so this month 31st of may 2021 the company double deduct my installment. i phone one of the consultant in Jozini(Sboniso) and explain to her, she advised me to go to the nearest branch in Ladysmith, so i did yesterday on the 2nd of June 2021 at 3:30pm, i signed that form then they send it to Jozini branch immediately and i confirmed with them they said its has came through. But when i phone in the morning my refund was not done they will wait for loadshadding they think they will process my documents around 10:00. My question is what stopped them from processing it yesterday because they had all the documents they had wanted from me.