Finchoice - Refund Due

I've been dealing with Finchoice since 24 October regarding a refund due to me. The cause of the refund is an overpayment due to the settlement paid. They are insisting on a POP from me for this amount after I've told them numerous times I don't have a POP because I never paid such an amount to them and this must be part of the settlement that I paid.

Gloria the person I am dealing with responds with the same stupid sentence each every time - 'Kindly be informed that as soon as the proof of payment of R2,169 is sent to us, we will request your refund immediately.'

I've told her countless time I don't have a POP, I've even sent her a full statement of payment to Finchoice including debit orders that went off, yet she insists and CHOOSE not to understand me.

For two weeks Finchoice hasn't done anything to investigate my account and locate the credit, it is their duty not mine!

I've been asking for a manager several times, again Gloria chose to ignore my request! It is absolutely ridiculous dealing with this matter for two weeks straight and Finchoice does nothing to investigate my account and pay me my money due!!!

I am not happy with this process, you are requesting something from me that I don’t have. I sent you my entire statement for the month of April which I had no obligation to do – just to proof to you that I only made two payments and the rest were debit orders. You chose to not understand what I am telling you, what more would you like me to do? I have done more than enough from my side.