********* behavior and very poor client service

I am deeply disappointed and very disturbed about direct axis as a company in the manner in whi h they conduct their business.a loan was settled last year November and a higher amount tha the blanco was paid in .I have now called 3 times last spoken to neziswa at the client contact centre and she did acknowledge an amount was paid higher than the balance and still asked if I wanted a refund this is ********* behaviour and she promised me that someone would call me back but still waiting amount paid by african bank was 93 295 and my balance as per last statement was about 88 995 .nobody is saying anything about the difference.i think this is very dishonest and been an existing direct axis client I am deeply disappointed.i also spoke to rushan as well. Why are they not making any mention about the difference in the balance.