UNDUE HARDSHIP CAUSED BY DIRECT AXIS

Undue hardship caused by directaxis, I had a loan with directaxis then on the end of August I settled it,15 september 2022 they deducted the premium , I called on 16 September 2022 they confirm that the loan is paid in full and closed and they see the deduction, i was told it will take up to 10 days for them to refund me because they have to do the investigation.

What I don't understand is that why they have to do a investigation if they confirm that the account is paid in full and why I have to wait for 10 day while I am not the one who made a mistake,clearly someone form directaxis did not do his/her job on their system, this has affected me badly on my finances(budget)

please solve this as quickly as possible