Trying to get a refund is like pulling teeth apparently.

So I had a DirectAxis loan a few years back, which was paid off a couple of year ago. Cool, no issues so far. Except that I currently have a loan with another institution, which I've been trying to pay off quicker. I work in China, and online banking and transfers back home can be tricky at times. So, for the last few months, when I was able, I've been paying an additional amount into an account, which turned out to be my old DirectAxis account - for some reason, I didn't notice this. This is completely on me, my fault, no denying, I was not smart here. In total, I paid almost R3000 into this account over 5 months before realising it. I contacted DirectAxis when I was home in February, to try to get the money back, and they told me to send an email to their Account Assist department, which I did, attaching POPs, my ID and proof of banking details. I received no response and only after requesting feedback did they let me know that they my documents. I sent them again, and again received no response. I requested feedback again and was told that they need the documents. I sent them again, and this time, followed up daily via email. I was again told - no documents received. I then tried from a different email and was again told that they need these documents. How exactly do they want to receive these documents? I can't call them, my only method of communication is email, because I'm abroad, and I have no way of addressing this issue...