Dragging on refund

I'm so dissapointed about the way capitec bank handles its queries, I went to different branches 4 times already and I'm still waiting for a refund. I had a loan which I've been paying since 2014 and the last instalment was supposed to be in November 2020 which was a supposed to be a huge relief for me and already had big plans for the same amount which was deducted every month for December. I went to a branch in Pretoria on the 3rd of November before the last instalment and the consultant confirmed that it shows to be the last instalment, but when I checked on their monitor there was a balance showing. I asked the consultant to enquire about the balance because according to the agreement after rescheduling that the last instalment will be November 2020. After making enquiries I was assured that the balance would be zeroed. To my surprise after deducting in November the debit order went through again in December, I immediately went to the branch and the consultant said it's the last instalment but it still shows another balance. I asked the consultant to reverse the December instalment, I was told to wait for 7 days, after 7 days I went back to the branch I was told that it was investigated and it has been approved that balance will be zeroed and I must get a refund before the end of the day, I waited for days so I went again to the branch and another consultant confirmed after making an enquiry that I will receive a refund in 48 hours, it was on the 30th of December until today I'm still waiting for a refund.