So my wife and I had our loan refinanced right bef...

So my wife and I had our loan refinanced right before everything happened with COVID 19. By doing this our loan was paid in full on March 30th. I attempted to go on Dovenmuehle's website to cancel the autodraft just to be sure they wouldn't take out a mortgage payment for April. However, I received a message stating that my account was not set up to change this online and would need to call. I called many times trying to get in touch with someone over 2 days but either got disconnected by their automated system or couldn't get through due to the amount of calls due to COVID 19. None-the-less, a mortgage payment of over a thousand dollars was still taken out of my bank account when the loan was already paid in full. How does this happen? I called to complain and was told it was my fault for not cancelling the autodraft but that I would received a check for the mortgage payment along with a check for the money that was in our escrow account. It is now April 27th and I still have not been reimbursed for the mortgage payment that was wrongfully taken out. With people struggling to pay their bills how do they find it acceptable to first take money out when the loan was paid in full and second not quickly reimburse that money? Every time I call I get told "it shows this is in process and should be solved soon". What does that mean? is the check in the mail? can you not put it back in my account? can I get an accurate response as to what is going on with my money that frankly you stole? I have never been in a situation that has been handled this poorly in all my life and working in the hospitality industry I have to refund money all the time and it only takes seven to ten business days to do. Why is this taking four weeks? Horrible way to run a business, especially during these trying times.