Poor service

I had a loan with DirectAxis for the past 3 - 5 years. I have never missed a installment on my loan. DirectAxis had my house as surety. In March this year I sold my house and the outstanding amount was settled by the attorneys that handled the account. From the time we got the settlement amount up to the time the loan was settled I still paid my installments every month. This lead to me being in credit with DirectAxis with an amount of just over R12 000-00. For the past two months I have been trying to get a refund from DirectAxis, with no reveal. I have spend hours on the phone trying to get hold of an consultant to assist me. I have managed once to get trough to an consultant whom then told me to send a proof of payment although he could see on his system that I have a credit due to me. I have send numerous e-mails to various addresses but not one of my mails have been read. I am just so frustrated with the poor service as I have been a very loyal client and now that I have to get a refund it is just not happening. The service I have been receiving has been very poor. I am very disappointed and would like some feedback from them