No feedback from bank when they owe you money

I contacted Capitec Bank on 11 January 2016 regarding the balance of my loan account. The consultant informed me that the account was settled in June 2015. Monthly payments to loan account continued though. I then sent an email (as instructed by consultant) requesting paid up letter, and the date (in writing) as to when the \settlement payment\" was made. They supp**** me with a paid up letter, but no written proof of settlement date.<br> <br> To my knowledge, my account is paid in excess and Capitec owes me money back. They claim that their system does not show any money owed to me, and would have to investigate. I've sent them proof of payments for each month and Adelaide Stevens said that they are apparently waiting for their accounts department to get back to them.<br> <br> It is 9 February 2016 and almost a month later, i have still not heard back from Capitec regarding the amount paid in excess, nor date that i can expect to have it paid back to me. Every time i phone them they tell me that Adelaide will email me with the relevant information, and she never does. No one contacts me to inform me about the status of my request.<br> <br> This is unprofessional and unacceptable! Extremely poor service!!"