Agents giving different stories

I received a letter from ABSA that I had a credit card refund due to me, now since the 28th of Oct when I sent my documents to the,, I've been hearing different stories from the agents when I phone. just last week I sent the documents to another individual tshiamo.mukosi then she confirmed docs were received, when I called on Monday I spoke to an agent who confirmed that he can see the docs have been received, they have been sent to payments and I should have payment by Thurs or Frid, today I call for an update as no payment reflects, I spoke to Phoshoko, Anastasia who says that my documents don't reflect...I have sent the docs to her again and she has forwarded them and cc'd me, which am grateful but this is bad service as the agents don't speak the same language, they have different stories to tell on one account. How come on Monday that agent saw my documents and Annastacia does't see them