Directaxis loan settlement

To whom it may concern. I have requested to settlement my loan with dailaxis on 08-04-2019 they then said a settlement letter with their banking detail. On the 11-04-2019 I paid the full settlement amount via EFF and though that all was fine. I was surprised that on the 30-04-2019 when a the loan debit order came out of my account. I then contacted them to inform about the order, the following was required from a proof of payment, a copy of my ID, proof of residents & my account details so that I may be refunded which I send via email. On the 10-05-2019 call them again to check on my refund but was only told that the fund don't reflect on their account & was asked to go my bank to see if the fund weren't in my bank, which I did & send them the proof my bank that shows that the fund was successfully transferred to the banking detail which send in the settlement letter. I then requested the check with their bank & revert back to me via email but after numerous phone calls & e-mail no one seem to want to help. The only which they are happy to do its just to debit my account monthly. Regards frustrated customer