No Refund on Settled Account

Capitec Bank is in all honesty ridiculous with their queries...

I had a loan with Capitec, i am under debt review, but i saved some extra cash and decided to settle my account, however when i called on the 1st September 2018, they had not updated my payment made on 29 August 2018, i was advised to call within a week because my settlement amount would be less. In a week i called, i was told again that the payment was not reflecting and i should try to get the proof of payment from my debt counsellor and send it through, which i did. i called a week later, and still no payment was reflected on my account. I then decided to let my debt counselor deal with Capitec, perhaps they would have better luck, and i asked for a settlement amount, i made a large payment, doing my own calculations obviously deducting the monthly payment from 29 August 2018. i sent through the proof of payment and kept following up with the debt counsellor. On the 20 September 2018, my debt counselor emailed someone from Capitec, obviously escalating the query, finally on 08 October 2018 the debt counselor received a response from the individual saying they had problems with their system and my payment will be allocated, also noting there was an over payment on the account. We did not receive a paid up letter, nor did the debt counselor receive a refund. On 24 October 2018 i called Capitec for my paid up letter, and easy enough, it was sent through the same day, however they could not assist me with my refund and advised my to send an email, which i did on that exact day, a day later i received a response stating i should send an email to a different email, ********** and so i forwarded my query, but till this day, no response! My debt counsellor emailed Capitec once again requesting the refund, and again, no response. In a month i have received 3 references from Capitec, and not a single phone call, i don't understand the significance of getting a reference number if no one bothers to do follow-ups. Either someone in Capitec's IT department or Finance department needs to be replaced because they are doing a terrible job and the response time of 5 weeks is absolutely ridiculous, i will be more than happy to give you names, but i simple want a refund done asap.