Waiting 3 weeks for a settlement amount

I made a payment of R10 000 into my loan account, I phoned soon after for a settlement amount. I was told that I need to send through proof of payment because I took up a top up loan so it needs to be moved from the old loan to the new loan account. Then after 5 days I phone in and they tell me they received the payment and need to allocate it accordingly. Today I phone they tell me the request for a refund of R10 000 was put through. I don't understand the level of incompetency as I never requested a refund. I requested a settlement amount on the overall loan account. I am not waiting for 3 Weeks and was told again I need to wait 3-5 days for this to be cancelled as a refund and moved to the new account. All I want to do is settle this loan, how difficult is that? My debit order is coming off on the 28th so when I call on Friday or Saturday am I gonna hear that I need to wait another 3-5 days for this debit order to be allocated? Absolutely pathetic