Reversal and settlement letter not forthcoming

I obtained a settlement quote on 21 Dec and paid it instantly. I immediately sent the proof or payment and settlement quote to customer service email at Direct Axis. On 23 Dec the debit order went off my account, with no warning by the way (debit order date is 28th). I called the call centre on 23rd Dec and was told to call back after Christmas as the money was not reflecting yet. I then emailed again on 27th Dec asking for the refund of debit order as well as a settlement letter. The only response is it will take 5 to 10 working days. This is not on as I was not supposed to be debited when I'd settled the loan. Please reverse the debit order and send my settlement letter as soon as possible.