Begging for my own money

<p>I tried to settle my credit card accountwith african bank.I used the reference number received via sms and paid R8600 into the account.Later I found that the reference number was for a previous loan settled back in march.After phoning and requesting a transfer and faxing all the needed documentation to the relefent department 19 times over 3 weeks they still could not solve my problem.I then went into the branch and was advised to request a refund. The lady personaly faxed all my documentation again.I received an sms saying the refund are being attended to and will be finalised by today 8/11/2016.When I phoned today I was told that they are still awaiting my documentation.HOW IS THIS POSSIBLE???I have now run out of options.</p>