Finchoice refund

I am currently under debt review and paid up my account in January 2018. In February my debt counselor paid over an installment of R578.48 as per norm because their payment run was already loaded. I have been trying to get my money back since then, on the 22nd May I was told to email my ID and confirmation of banking details; which I did. Ever since whenever I call to follow up, there is no answer or I am made to hold for too long or if I get to speak to someone the line cuts.