Bad customer service

I settle the account I am a paying customer..the agents in the call center needs retraining as they hav no way of speaking an screams at me on the call ..I have credit due to me I want my money in voucher not in my bank account..what dont u understand...u dont need proof of payment it's my money into my account as I passed security on the call already an game in cape town sucks an the agents in the call centre Chad Meyer and Emannual Steenkamp as per agent online..just mentioned at 12:30 on the 28th of January 2020 his processing the refund without proof of payment an will send me an email confirming this...I will go further to an ombudsman now..this is bad.