Unable to close account

Did a consolidation loan, the company I did the consolidation loan with never requested a settlement from DirectAxis (they paid the whole outstanding amount). When I phoned Direct Axis two weeks ago, the consultant advised that once I forward them the stamped proof of payment, they will check the settlement amount and if there is a refund, they will refund. However two weeks after struggling to get the stamped proof of payment, I phoned Direct Axis again and they advised that the payment was allocated as a normal payment, I still need to pay on my Direct Axis account in order for account to be closed. I cannot pay the consolidation loan and Direct Axis, this is not my problem. I am very disappointed in the service from Direct Axis, I am sick and tired.