No update on refund

Good Day, I have requested a refund of an advanced amount on my vehicle finance on the 31st of July 2019 under reference no:***2.I was requested to send my bank statement and did exactly that the very same day. It did not make any sense why I should send the statement if I am banking with Absa. I have since been waiting for the the funds and am yet to receive same. This morning I contacted the customer care and was told that the advanced amount was capitalised the very same day the request was done. Nobody has bothered to inform me that the advanced amount was capitalised? I want the funds paid into my account, the bank should just decap the amount and pay it back to me.