Closing issue without resolving it

Pravesh Bejay please let me know how you can close a client query/complaint without confirming with client that the matter has in fact been resolved?

My issue again: Still waiting for the penalty fees charged to my daughter's account to be refunded. One of the fees was refunded, but still waiting for the second one to be. Spoke to Edenvale branch manager, Neville Brown, earlier the week about the issue and he advised the refund would be done and still nothing. Come on ABSA ... let's do the right thing ... for once.