Unable to get my refund from fasta

I'm not happy with the level of service I'm receiving from fasta I've been a client for so long and today I'm dissatisfied. I settled my loan on the 19th and wrote to fasta through their support platform to notify them that the loan is settled. Fasta debit my account today on the 25th for a loan that has already been settled I've been sending messages on the support platform but I'm not getting any response i want my refund I've been a loyal customer to fasta they should be loyal to me too my ticket number is #547339