Disregard of Easton Berry employees

Good morning. I had a Capfin loan account that was handed over to MBD/Easton Berry Collections. This account was paid up in April 2021. However, I still continued making payments of R500 into their account number *** held at Absa on the 20th of each month up to and including 20 January 2023. I have been trying to get a refund from Easton Berry since February 2023. I sent them 4 emails (22 Feb, 6 Mar to *** & 7 Mar, 14 Mar to ***) attaching the documents they required. I phoned them on 22 Feb, 6 Mar (spoke to Norma), 7 Mar (Mr Sikhonbe), 8 Mar (Yanelisa who dropped the call), 14 Mar (Samukeliswa), 17 Mar (Ms Makhanza and Nondumisa who is the line manager) and today (Nomphilo). The first few calls I was told there is no record of any request made and now they keep on telling me they have escalated my query and the manager will call be back. It never happens. I need urgent intervention please or the ombudsman's contact details. Thank you.