Irate customer waiting for refund and paid up letter.

Hello Priscilla,  We’ve received your review.  Please accept our apologies for any inconvenience caused in the process of trying to get a refund and your account closed. We can assure you that your refund has been logged.  We need to wait for the debit order deducted on the 25th to reflect to include in the refund payout and have the account closed. When requesting to have your account settled, a settlement letter is drafted and after receiving your payment, the account automatically goes into a closing process.  In your case, the settlement quote was calculated after we had already received the payment which may have thrown our system off with automatically closing your account.  Our teams are currently dealing with your query and we will continue to monitor your account until it is closed and keep you posted.  Team DirectAxis