DirectAxis does not get back to their clients

I did an application for credit relief on my personal loan. everything was completed on the 28th of May however the contract validity was for the May, June & July debit orders. since the May debit order had already gone off I was told that I would be refunded. I phoned just about on a daily basis to follow up on the refund. eventually someone said that I had to send a mail to request a refund which I duly did and still got no response or feedback. by the 5th of June I reversed the payment and sent through a mail advising that I had done same. still no feedback or correspondence from DirextAxis. shortly after I received a statement showing that I was in arrears on my account since then I have tried to contact DirectAxis to clarify the matter or get some sort of clarity from them with no luck. It is now month 2 and I have received another statement showing that I am 2 months arrears. My account has always been up to date and I have never missed a payment yet I cannot get hold of them or even get them to contact me to resolve the matter. Please can someone just get a hold of me so that we can sort this out as i do not like my accounts being in arrears Natasha ***2