DirectAxis Unable to Reconcile Own Bank Statements

I’ve paid up the loan since DirectAxis. I then made the error of making a 2nd payment and in doing so overpaid on my personal loan. The current status is: Balance: R44,317.44 Available Balance: R92,229.51

I emailed DirectAxis and advised them of the over-payment, AND requested that they should please update the system not to deduct further debit orders, as the loan is paid up.

DirectAxis rep****: "Please send us your proof of payments these must include the following: Bank’s letterhead or stamp, amount paid, account number paid from and paid into, date of transaction."

From the above request, it is evident that DirectAxis is unable to track and reconcile payments into their bank statement - the proof is they clearly could not do so in this case. They also ignored my email request dated 1st January 2019, providing them with a Transaction History (as I'm out of the country and can't go to the bank) report of my account with them, i.e. THEIR statement, clearly showing the over-payment!!!!

I addressed my communication to ********** and instead, today, I received an application form to complete for another loan!!!!!!!!!

Up to today, I have not yet received the refund into my bank account, despite following up on my request.

CAUTIONARY NOTE: If DirectAxis can not reconcile their own bank statements against their clients' Transaction History, it leaves a question mark against the TRUST factor. Or are they playing for time to earn interest?