African Bank loan - paidup letters

Struggling to get a paid up letter from African Bank. For a week I have been contacting African Bank for a paid up letter. Everytime I get a different story. A according to the records they owe me money as I overpaid it. I was under debt councilling and paid them via the debt councilling. This account has been fully paid a while ago already after I heard 2 weeks ago from my debtcouncillor that they need to refund me. After contacting African Bank, they told me that they need to refund the person who paid it to the account, the debt councillor, I agreed to that, they told me 24 to 48 hours it will be done. When I put down the phone I received an sms to send me bank details etc to them. I did that within an hour from receiving the message. 2 days later I phoned to find out what was happening, then I was told that they don't owe me money, it was a system error and that they will write it off and I should get my letter the same day. When I phoned today, the lady told me there is a system problem and they can not generate paid up letters and that I can phone back middle next week. Seriously!!! This is a letter that can be drawn up and sent. I have paid this company and I want my name cleared.