Customer service department sucks

So I recently discovered that I have overpaid my Ackermans account , I only realised that I wasn’t getting monthly statements for a couple is months now , I have been paying using EFT every month, last week I decide ask what’s my balance on their what’s app number ,the consultant rep**** I do not owe anything in fact I have overpaid from May this year that is why I do not receive monthly instalments. I was told to email their customer service Tenicity , my problem is since last week I’ve been sending emails every day , I get different responses from different people , I have to explain my problem every time I get an email . I’m responding and sending personal documents that they have requested to different people every day I get to explain the matter , it’s annoying ,it’s truly fustrating there’s no direct line or direct email to send these personal banking details and documents to one person . I just want to be refunded the money that Is due to me , Is that too much to ask