DirectAxis refuses to give a refund debit order and charges interest after payment date

African Bank settled my outstanding loan on the 12.09.2025, unfortunately they did not request or allow me to request a settlement amount and used the wrong reference number when the payment was made. On the 25.09.2025 a debit order went off my bank account for R 9,939.67. On the 08.10.2025 I called the customer service line and was told that they needed proof of payment, which I sent through on the 10.10.2025. I asked about my refund of the debit order and was told that someone would call me in 48 hours if there was no refund or the refund will appear in my bank account within 5-7 days. No call was received, and no refund was made. On the 31.10.2025 I called again and was told that the account was closed with no refund due. Which is impossible, the money was in your account on the 12.09.2025 and should be allocated to my account as received on the 12.09.2025. Which would mean my account should be in credit balance of at least R 9,939.67. The consultant said she would escalate it to the refunds department, and someone would contact me in 48 hours. No call received. I called again today and was again told that there is no refund due and when I said that is incorrect, I was again told the consultant could only escalate it again as the refunds manager was in a meeting. She claims she cannot give me a reference number only her name Chandeka and the time 12:03. She said that interest could still be charged until the date that the funds were allocated to my account, and my debit order covered the additional interest. While I accept that the wrong reference was used, I sent through the proof of payment as soon as I received it. I even promised that I would not reverse the debit order that went through on the 25.10.2025 through my bank because I trusted that DirectAxis would do the correct thing and allocate the payment as 12.09.2025. I dispute that DirectAxis can charge me interest after 12.09.2025. The National Credit Act and the Consumer protection act protects me against unfair practices and overcharging. Charging interest on a debt that has been fully discharged would be considered an unfair practice. Once I sent through the proof that the payment was received, DirectAxis has an obligation to correct the misapp**** funds and ensure the account is marked as settled from the date of the successful transaction. DirectAxis has confirmed that they will only reflect payment as at 13.10.2025 which means they have charged me 31 days of interest which was not due to them. DirectAxis confirmed in a call at 16:01 on the 05.11.2025 Fariedah (Escalations admin) that they are only prepared to recognize the payment as the 13.10.2025.