AFRICAN BANK REFUSAL TO REFUND AND ISSUE PAID UP LETTER

African Bank is the worst Bank i ever interacted with. their staff are very ***********. I had a loan with African Bank which was paid up last year august i dint realise then that i was done paying the loan. last month i did the calculation only to realize that i overpaid the loan i lodged a written complaint to them there was no response until i called them. they confirmed that they owed me. i requested an account statement thats when i realised that the account was paid up last year August. i requested a refund the supervisor by the name of Nelsiwe Khumalo informed me that she forwarded the refund approval to the manager by the name of Botshelo Mashego, Botshelo has since been sitting with the refund approval for weeks without any explanation Botshelo is unreachable, asked to speak to her without any success. i fail to understand how people like Botshelo become managers she is very indecisive and inconsiderate she fail to consider the prejudice the client are suffering because of her conduct. African Bank has also refused to give a paid up letter for the account despite the fact that the account is paid up and overpaid they say i must wait for the refund to be paid and yet they are not even processing the refund. African Bank is actually holding me hostage because of the incompetence of its employees.