bad service

i paid off my loan and was advised by direct axis that there was a refund due to me.i was informed via email that i needed to submit proof of payment,bank statement and copy of id to get my refund.i inforwmd that i had no proof of payment as i had paid via eft but submitted the other documents.they refused to pay my refund and close my account and even refused me apid up letter and still continued to debit my account even though its paid up.numerous calls to the customer care and my query has not being resolved and im wasting my airtime as they are just not helpful.not sure what do do now as i even told the consultant to keep my refund all i want is my account closed.