I want my refund

I settled my loan account with direct axis mid-month of March 2020 and I even called the consultant to confirm if the account is settled and they did in fact confirm that the account is settled.

To my surprise the debit still went off my account month end. I called in on the 01 of April 2020 for refund and the consultant said I can reverse or they can apply for refund which takes longer so I chose to reverse instead but since direct axis is a body of (WesBank) I could not successfully reverse the debit as confirmed with my private banker, he said I should call direct axis for refund instead.

I have been calling direct axis for the past 2 days even now as I speak but when i get transferred to the person I have to speak to the line cuts off. this has been happening since yesterday and remember am using airtime for this and they require my ID for confirmation of details but no one is bothering to come back to me like when I app**** for the loan as many of them were.

Can direct axis refund me, that's all I want from them as i have been a complying customer to them and managed to pay off the loan without any hustle.

Can you kindly do the honorable thing and get me refunded please.