Worst Experience

My bank consolidated my finchoice account and amount they paid was extra. I called finchoice and spoke to one of the consultant to request for refund and the lady advised me the payment is reflecting on their records and im due for refund within 3 to 5 working days. To my surprise i got an email from Anuradha requesting for a proof of payment. I called my bank to request for the proof of payment and they sent a letter which confirms the date, amount reference which was used when they consolidated the account. I sent the letter and advised on the email that my bank was only able to provide the document as proof to say they settled my account. I don't have the pdf document they want and the payment is reflecting on your records why is it difficult for Finchoice to refund me back my money. I WANT MY MONEY BACK. Please refund what is due to me i dont owe you. Frustrated