Direct Axis

I took a consolidation loan with another bank and they settled my Direct Axis loan on the 27th of August 2020, my statement in September was in a credit of R3000. Direct Axis debited my account *******ly on the 25th of September 2020 and are refusing to close my account and refund me my money. I have been sending emails and called last week, they say i must send them proof of payment even though the payment is reflecting on the statement and they promised someone will call me because they're working from home, its been a week and no one has called. I have been asking for my account to be closed from the 13th of September. I sent proof of payment . Still no one is responding as to when I will get my money back . Direct Axis you are bullies and I want my money