Failure to close settled loan account /poor service/*********** consultants

Settled my loan account 02 March 2023 submitted proof of payment to Direct axis, they requested for an ID document as well in order to close account, id document was sent after bouncing back a couple of times due to their inbox being full,2 weeks later a request for proof of residence was requested, that was sent same day..a week later an emailed received from escalations at directaxis for proof of payment to refund me as I over paid my direct axis settlement amount which the settlement letter was provided from one of "their trained " consultants..so the refund is preventing the account from being closed.

Today is the 29th Of March 2023 I'm still waiting on refund and closure of account,when you call the consultants is not fully equipped to handle the complaint and just providing nonsense feedback the account has been logged for closure but no one can tell you when will you receive the paid up letter...some cannot give any feedback no your account is with the refunds department..