Refund due to me!!!

I have VAF with Absa and I requested a settlement which I was provided with which was set to expire on the 25th November 2023. I couldn't make the payment on the due date and I made it on the 27th November 2023. Granted I missed it by two days and I am happy to pay interest foe those 2 days..because I didn't make a payment on the 25th my debit order went off, which means the settlement amount should have decreased and a refund should be sue to me however when I call the call center I was told there is no refund due to me ..I last spoke to Whitney who said I must hold but later hung up on me , this is after I waited 20 minutes for the call to be answered . All she could tell me was that she can't help me and need to call the complaints department because the balance is showing Zero