Unsatisfactory service

I am so dissatisfied at the service I have received of late. A lump sum was paid towards my loan on 30/09/2020 and at the same time my account was debited with the monthly installment. I notified the call center on 02/10/2020 about the payment and wanted to know when I would be refunded the installment deducted from my account. I was advised by telephone that it would take 3 days to close the account and then 24-48 hours for the money to be paid back into my account. After the call I received an sms that by the 09/10/2020 I would receive feedback on this.

I called again on Wednesday 07/10/2020 as I requested a paid up letter through the website I hadn't received it. Mind you it's 3 days so as advised the account should be closed. I was told then again that by 09/10/2020 the money would be paid into my account and I'd get the paid up letter.

I called this morning 00/10/2020 chasing an update as I've not received the money. I requested to lodge a complaint and I was told that they would send an urbegt email for this matter to be looked into. I then received an sms stating that I'd get feedback by the 14/10/2020.

I don't understand the delay. I just want my money refunded and the paid up letter sent to me.