LOAN REFUND!!!!!

I handed in my retrenchment documents in 2014 and the insurance was supposed to settle my loan but then in 2015 I received a call to pay my loan which I paid till 2020. I then went to the African Bank in Maponya Mall in September 2020 to go query it and they confirmed that the documents that I had submitted are on the system but were never processed. They then processed the documents and confirmed that the loan has been settle by the insurance and that I should expect a refund of all the monies that I had paid. I have been calling and going to both the branches in Maponya Mall and Diepkloof Square but they have been giving me the run around. So can someone from African Bank contact me because I want my money and my money to be cleared!!!!!!!!