Refusal to refund me my credit and instalment/ pay me back 2.0

I got a call from Directaxis requesting to log the refund after I had requested the refund which was confirmed for between 5-10 days. Now it’s a new process all over again despite my submission of proof of settlement and that they actually have a credit amount on my statement Post the settlement (before this instalment I am seeking MG a refund from). In these trying times I can’t help but get frustrated that it’s going to take me long to get my refund and credit. Really do not know what to do anymore! Directaxis should contact me between 08:30 - 16:00 to resolve this please....I have had numerous business with them to no disappointments until now