Service makes me sad

I have a loan with Finchoice. I called them over a week ago, inquiring that if i settle my loan, can i get another one, they assured me that if i am paying my homechoice and finchoice accounts well & am not in arrears they don't see a problem why i could not get another loan. I went to my bank and transferred R2000 into their account & had a balance of R980 or so. When i called them back, they said i do not qualify, so i asked them if i can get a refund of the extra R2000 i paid, which they said i should send the proof of payment, as well as my id no & the refund should take between 24 - 48 hours. Now when i call them, spoke to Monica, she tells me i cannot get a refund, because the money is already in my account. I requested to speak to a supervisor, whereby i waited on the line for almost 20 minutes until i dropped the call. I called back & was told by another consultant that they are busy with my refund but there is no time period, she cannot tell me when i will get refunded. I am in such a financial predicament & finchoice is making me linger on with no knowledge of whether i will receive my refund or not