Refund of monies owed

I phoned the call center to make payments on my loan account with Finchoice I received a banking account. Money is showing in mobile money but now I’ve been told it can’t be transferred. So can I get my monies back to allocate to my loan account. Refund my money. I spoke to Cindy who said it can’t be allocated but no solution to refund me. If you want me to pay my account why did the call centre give me the wrong details.