Refund and account closure

Finchoice is so fast and effective when they offer you cash (get you in debt) but I can't say the same with their refunding or query resolutions team. I have been requesting a refund on my short term loan that was settle a while back and instead of refunding they tell me that they have not been receiving payment on my other loan (which is utterly a lie coz I've got the statement to prove) and now they give me email addresses of a collections company that clearly knows nothing about my query. If I knew that it is such a hastle to deal with them when dealing with other matters other than them indebting me, then I would have played very far from their company.