Poor Service, Delays & Unfair Interest Charges – Refund Not Processed

I am extremely disappointed with the service I have received from Capfin. I settled my loan in full and, on 14 April, I contacted Capfin to request a refund for the overpayment. I was instructed to send an email with proof of payment, which I did immediately. However, there was no response, no acknowledgement, and no action taken. When I later followed up, I discovered that my loan had not been closed, which is unacceptable. This raises serious concerns, as it appears the delay allowed additional interest to continue accumulating unnecessarily. On 1 June, I called again to request closure of the account. I was then told my request had not been processed because my ID number was not in the subject line — despite the fact that my proof of payment clearly contained my customer number. This requirement was never communicated to me initially. I resent the email as instructed and was told it would be resolved within 48 hours. After no update, I followed up again on Wednesday, and was assured the matter had been escalated. I was then sent a form to sign, which I returned the same day. Now, 8 days later, there is still no resolution. When I contacted Capfin again, I was told that the 48-hour turnaround was only counted from Thursday — which makes no sense, as I had already submitted the required documents on Wednesday. Additionally, I requested to speak to a manager and was told I would receive a call back, which never happened. This experience has been extremely frustrating and unprofessional. The lack of communication, inconsistent information, and delays are unacceptable. I am formally requesting:

Immediate closure of my loan account Full refund of the amount due to me Reimbur*****t of any interest unfairly charged due to these delays

If this matter is not resolved urgently, I will have no choice but to escalate this complaint further to the relevant authorities.