Appalling Service from the accounts team

So I was double charged on my loan, not to long after i recieved a SMS from the bank stating that there was a technical error and the Capitec will contact my bank to reverse this charge. All good as they were on top of it (which I thought but I was wrong).

Today (Monday) I get a SMS stating the funds will be sent back to my Capitec acct (which I though i did not have because i no longer bank with them i only have a loan). This contradicts what was said in the intial SMS. I then go to my local Capitec to find out what this means. I get to speak to a awesome guy Nasir who in my opinion did everything he can. He called the clients services and all departments because i want ti fund sent to the acct that i was taken from (makes sense to put something where it was found). To my dismay all attempts form him failed and now I am being told it will be sent back to my acct (Capitec which i was under the impression was closed because it was no longer in use.

So because i no longer use it I now need to bring proof of address (I do everything digitally so no paper trail to proof of address), I must go to my bank for a statement (which i need to pay for and is a inconvenience caused by Capitec). So why do I need to pay for something that is not my fault?

How can you expect me to even consider opening my acct again if these mistakes happen? No way I am going to be putting my hard earned money into a bank that does these things.

Awaiting feedback on this as it's not the fact that I need the money but the principle of it all. I wonder what the Ombudsman would say about this?

Regards, Chris