Shameful!

My loan with Direct Axis was paid in full on 30/6/2020 by SA Home Loans. This payment wasn't reflected on their side as the incorrect reference number was used. This whole time they have still been debiting my account with the payment that I do not owe as the loan was paid up. I phoned them in November as I didn't realise that they hadn't sorted the problem out and asked for a refund . I sent the the documents that they requested. When nothing happened, I phoned again, wasting time which I don't have. Eventually I was told that the proof of address was not adequate, my ID copy was not clear enough and that they wanted a letter from SAHL - even though I had sent through proof of payment which had the attorneys' stamp on it. So I started again! It is now over a month since I sent the documents the first time and still nothing. Each time I phone, someone says they will find out what is happening and they don't phone back or even send an email. I phoned again on 23rd January. I was once again fobbed off by being told that I would receive my refund this week. I asked if another debit order would go off as my debit orders go through on the 25th of each month. I was assured that it would not - but I could hear it was just said to get me off the phone. And now - the debit order has gone off again. No correspondence , no refund - they just stole my money again this month.