Loan Settlement

I requested a settlement amount on my loan with Capitec last month. The Telephonic and email settlements differed, I settled the ons teh consultant gave me over the phone, only to find out two days late rit was incorrect. I had to pay the difference to get the account closed. They promised to refund the difference due to a mistake on the consultants side.... this was 2 weeks ago and I am still waiting . Its not my fault they messed up now I am spending more on calls to try and get my own money back. Perthitic service and now feedback to their clients. I regret moving my account to FNB