Not getting feedback

I app**** for a loan after I received a email stating that I was pre selected. Loan was approved and my current loan with FNB was to be settled and the balance paid to my cheque account. I have phoned numerous times to complain that my loan was settled but no funds paid into my cheque account. Every time I was told to wait 24-48 hours. It is now a week later and I still have not received any excess funds paid into my bank account. It is the first time that I have had so much trouble with Direct Axis and I am very disappointed in this poor level of service. I have send my bank statements as proof that I did not receive any funds into my cheque account but no one seems to care or al willing to take responsibility to find out what went wrong. I excpect much better service than this.