Angery and disappointed

I heard a loan with the bank a long time ago and I skipped a month to pay and the account was transferred to vertex company of lawyers, on the 23 September 2019 I paid up the loan and still month end they deducted money out of my account, I phoned vertex and I was first told to send statements and my money will be refunded within seven working days, I did that on the 24 September 2019 after two weeks I made a follow up with vertex and I was told they send a query to capitec and they didn't not respond to them instead capitec have removed the account from them so I have to contact capitec, I did that and now I have to always make follow up on when will I receive my refund and send an email telling vertex told them about the query but when is my refund if they were told and they waited for my email first so they can see if I want my money back, I really don't know now. I just want capitec to refund my money back.