poor customer service

I had my car financed under Absa, for the last couple of years I have never skipped a payment or defaulted in any way. on the 15th/May/2020 I paid up my car in full, and to my knowledge, I had actually overpaid, it was a Friday, on the Monday I contacted ABSA and advised them of this payment, the lady acknowledged my payment and had advised me that due to COVID there were short staffed and my clearance notice may take slightly longer than usual to be issued, I made her aware that I may be debited month-end and wanted the issue to kindly to resolved to its soonest. 7 days later I once again contacted ABSA, to find out how far they were with my case, once again I was told about COVID and to practice patience and that all money will be refunded back to me. following month In June when I realized that the debit order went off my account I once again called ABSA to inform them of this and to find out how far they were with my case, the gentlemen reiterated the COVID story and told me to exercise patience, I asked what may be the procedure to be cleared and under normal circumstance how long do they normally take? he once again told me about COVID and didn't really answer me, he further requested I call after 10days to find out how far they are with my clearance letter. I am really disappointed in the manner that this issue is being handled, I have never failed to make the payment, and for absa to not handle my case in accordance is really disheartening, I am totally aware of the recent pandemic and that most business may be short staff, but to date 23days later to wait for my account to be closed and issue my clearance letter is really discouraging, given if I had missed a payment I am very certain they would have reached out quickly and told me to make the payment, COVID and short staff would not be issued. ABSA is really failing me, I am really disappointed in the service I am getting, that I am being told to constantly call to check up on how far not only on my refund but on my clearance letter. I would appreciate it if Absa, could treat my case with urgency, for such a big organization I am failing to understand why procedures were not put into place to cater for such worldly disasters.