I want my refund

I need someone to contact me urgently. I've had an over payment on my account and was asked into the branch to collect it.they even showed me the over payment. After a whole +-45 minutes I'm being told i cant get a refund cause the account has been written off.

Why was payment taken on an account that was written off? Why was i not informed?

I need answers and my all money owed to me as you were quickly to harrash me.