REFUND DUE

I overpaid my DirectAxis Loan about a month ago and two weeks later received an email as follows: "There is a refund due on your Cash Power personal loan that you had settled with us. In order for us to process the refund please send us a copy of the proof of payment. Once these documents has been received, we will process the refund. Please forward the document to *** or ***. Should you have further questions please contact our call center on ***."

I sent through my proof of payment a day later and to date this account hasn't been closed off and I haven't received my refund. To top it off, Direct Axis continued to debit my account and the end of April. I have been trying to contact Direct axis ...It's either you I cannot get through due to high call volumes or my calls are dropped.

Can someone please assist in this regard