Capfin loans

I have have been a loyal customer of Capfin and have always been happy with their services until recently. I took a loan with them and was paid off end of March. I logged into my profile to check the status and the balance was -R105 something, until I enquired with them on the 9th to understand why is the balance on -R105 and loan still showing as active on my profile. I got a response from Thandeka Qayi that they have referred the matter to the relevant department. I made a follow up on the 13th and got responded by Thandeka again that the matter was escalated to the IT department. On the 20th I called and spoke to Sheron who advised that they can see that the system updated my payment but payment was not yet received on their side, she asked that I forward my bank statement to them as proof that indeed the money was deducted. I emailed them my bank statement and Nkosinathi responded that the matter was referred to IT department. I asked how long does their IT take to resolve a ticket/ issue and was responded by Waylon that their awaiting feedback from technical department and revert soonest. This enquiry was made on the 9th and today is the 22nd (2 weeks already), my question is how long does it take for a customer issue to be resolved? I'm currently not finding joy and have stated that in my email, as much as I understand that every business have hiccups but when the issue is raised it shouldn't take this long for it to be attended to.