Refund Query

On the 4th of August 2025 I paid off my African Bank Loan and 3 days later 07.08.2025 I received the statement that I've overpaid the loan I had with African Bank by R66,417.12, the amount was also showing on my banking app On the 8th August I went to Their South Gate Branch to enquire to enquire about the amount the - R66 417.12, The consultant confirmed that African Bank owed me R66,417.12 and he requested a refund on the system for me he then confirmed that I should get the funds within 72 hrs, to my surprise when I get home that evening I got the notification of R1000 refund from them and R65,417.12 was removed from the app, On the 11th of August I logged a call with African Bank enquiring about the amount that I was suppose to get and they gave me the new statement that showed that the credit was overwritten by the bank and they couldn't explain where it was re-allocated to, I gave them 21 days to respond but to date I haven't received any update from them with my complaint, I've been calling their customer service almost every week and all I'm being told is that the complaint is still pending and they don't have feedback for me, My Ref number is *** African Bank can I please get a proper update in writing also may I kindly request you to please refund me my R65,417.12 that was showing on my banking app and the statement that you've sent through to me, note the amount is also showing on experian