failure to close account pass the blame game

I send this second complaint to Direct axis, with the first one sent to Wesbank as neither entities seem to want to take any type of ownership of serving the client, and due to the same age old trick of passing the buck, blame game

I did a transfer from my bank account (Fnb) into my Wesbank Cashpower loan (actullay a dirext axis Loan ) as it reflects on my (Fnb ) Profile on the 20th Aug 2021. I waited what I deemed to be a fair amount of time and then called them on the 23 Aug 2021. the Advisor explained that I needed to send a proof of the payment even though he could see it on this wonderful system of theirs, he also explained that I actually had over paid and they would process the refund. come the end of the month and a Debit order goes through for a normal payment. I then send another email on the 2nd September 2021 stating this and referring to that call made on the 23 Aug no response only and automated Sms stating to call them. this is very interesting as when you call a 086 number at your expense you can go into sales with in seconds yet on numerous times the transfer to a so called customer service agent the call is not put through. Finally today I receive and Sms with a 021 number and get through to a person who states he can simply only advise he has no means of sending an email and that my statement sent is not accepted, he too can see the amount paid but their policy is that you must sent an approved means of proof. a second call today I was transferred to a supposed manager held on for 20 minutes and never got through. the entire system has been designed to avert the blame, to have the client spend his money on calls and wasted time, to have advisors not customer service agents that can actually do something. and leave clients frustrated and pay for large company mistakes in added fees and charges.