ABSA Debt review department pathetic service

My vehicle finance account was under debt review , i settled the fulled amount and paid in extra , i requested a refund of the extra amount on the 20th November , the fourways branch told me il recieve the money in 4-5 working days , till today nothing has happened . I phone everyday and they give me a different story , they service is pathetic , i have a paid up letter for my car from absa and would like my refund today or else im changing banks