Bad service

I have a personal loan with DIrectaxis that I settled in December 2021. They gave a settlement letter of 89.400 and in order for the account to to be settled i had to pay in 91.900.73 I made the payment of 91.900.73 and my debit order still went through of 3117. My account is still open and interest is running but I settled in full. My refund was not paid back still waiting for a consultant to call me 2 week no one called me. They are calling me to offer me a new loan. But they don't call me to pay my refund back.pleade I need help with this matter. The consultants transferred me from department to department