African bank Poor service

I have been an African bank customer for years , I have paid my account as required and have not been in arrears - I recently requested another personal loan and the aim of that was for me to reduce the larger loan I had - I called in and I was given an estimated amount that I had to pay to reduce my instalment which I did - I was not happy with the reduced instillment but could not complain as I was advised it was an estimate - I paid a further R 5000 on to my personal loan and requested that the instalment be reviewed again - I was advised that this was not possible as my account was already reviewed , I than requested that I be refunded the R5000 back which I was - Now I am advised that my account is in arrears for R 3000+ because I requested a refund , African tried to explain how the arrears came to be however this does not make sense - I did not skip my monthly repayments as this is debi check I paid an additional lump sum of money the very some month however my account is in arrears - The fix from African bank is to include the R3000 in to my loan and increase the very same instalment I was trying to reduce

I have followed African banks in house complaints process and all they could say is sorry we can not help you go to the Ombudsman Cell Number ***