Unhappy regarding refund from Absa

Good day...i want complain regarding the service from Absa loan department...i am tyding from 06.08.2020 for them to refund me an amount of R2309.72...the y need to refund before i can get a paid up letter that debt rescue can give me my letter to say i am debt free...i phoned on the following dates... 6/8,11/8, 14/8 and today the 17/8...everytime i am more than 20min on the phone and every time time they have a different excuse...i have a case number after i did send them my proof of my banking details... case nr C-***....I really feel this is unfair.....if you owe them money they dont stop phoning you and send non stop emails and threaten you with legal action...i want my money and a paid up letter..Kind regards Annamarie Ernst