Direct axis are ********** and taking advantage

on the 28th of August i settled the direct axis loan through a consolidation loan.

the amount that was paid to direct axis was more because of the total amount that appears on credit bureau was more than what I owed. I was told i would have to log a refund in order for them to settle and close this loan. I logged the refund and i was told to submit a proof of payment. I sent the proof of payment from nedbank which shows the total amount paid into the loan account.

it's been over a month since the amount was paid into the account but the loan has not been settled. I'm being debitted the monthly installment , same interest and fees are being charged on the account but its been paid extra.

I have sent the proof of payment multiple times , the amount is reflecting on the loan account but they still say the proof of payment is invalid.

i'm currently being debitted and charged interest and fees for a settled account. Please help