ABSA refuses to Refund me for an overpayment

Good Day

On the 25th of January I called ABSA credit card on ********** 001 to close my credit card account. I was given a settlement amount of R1077.00 to be paid on the same day which is what I did. On the 26th of January 2019 my debit order of R400 went through after I had settled the account which resulted into an over payment. I contacted ABSA on the 26th of January to request for a refund and I was told my payment will take 3working days to clear. On the 18th of February a called to follow up on my payment as I hadn't received it. I spoke to a lady by the name of Lungiswa Mpamile who told me that my payment was made on the 30th of January 2019 and I should have received it by now if I haven't received it the problem should be with my bank. I called my bank (FNB) on the same day to ask them to track that payment for me but the payment could not be traced on their side and they asked for a proof of payment but I had not asked for it from ABSA. I then called ABSA again fortunately Lungiswa picked up my phone again and I asked her for the proof of payment, she agreed to send it. I got to my emails to my surprise the proof of payment was a copy of my credit card statement but not a system generated on that I'm used to. Called FNB again and offered this as a proof of payment but they told me unfortunately they can’t accept that is it doesn't hold water, I should at least ask for a letter from ABSA in their letterhead if the system generated one is not available. I called ABSA for the 4th time on this day spoke to a guy called Awanda Poncana and told him my story and he said to me unfortunately they proof of payment that they gave me is the only one they had. He then gave me this email address ********** to get the proof my bank needs to to trace my refund from ABSA.

The email was sent to ********** on the 27th of February 2019 to request lay my complaint and try to get an understanding on what happened here. On the 3rd of March ABSA responded via email to give me my case number(C- ********** 1) and that I should call in and quote the case number and I will get assistance. On the same day they sent me an email saying the case was closed without me even getting closure.

Today (05 March 2019) I called ABSA again to try and understand what happened after the case was closed without me be being assistance. I spoke to Dikeledi Serite who tried to give me the same story as above and I told her I have heard the story countless times. She told me she will send an email to ********** so I should wait another 48 hours.

I’m tired waiting ABSA has no respect for their clients.

Please assist me with the necessary letter as I need this R400.00 urgently now.

Regards Lebogang Msimanga