No Response with respect to Refund

I settled my loan with DA on 12/11 and paid R563.77. On 13/11 I phoned to find out whether payment was received and was given the settlement amount of R503.62. Thus when payment was suppose to reflect, I was already due a refund of R60.15. On 25/11 a full instalment of R329.79 was deducted, although the loan was settled. I am not getting any response via e-mail and when I phone I am told that my request has been escalated and I get offered a further loan... DA is fast to deduct money, but not to refund the money which is not rightfully theirs... According to the above a refund of R389.94 is due to me and not the R128.06 received on 25/11. I expect someone to attend to this as a matter of urgency.