Absa Debt Review Department non-existent service

Absolutely shocking lack of service from Absa Debt Review Department. I have been waiting on a refund (personal loan on credit) since July yet still nothing. This needs to be done urgently in order for the Paid Up Letter to be issued and sent to my debt counsellor, otherwise this will become a never ending cycle of payments being made to an account that is already settled, and Absa having to refund me. I have followed up numerous times, yet still no response/feedback.