Worst service debited my account on a closed account

I am totally disappointed with the level of service i have received from your company. I called in last week so my account can be closed to which i have fully paid off the loan, i was therefore asked to send proof payment to which i did. I was informed that i will also receive my refund which will be 5 working days to my surprise today its the 6 working day and still no refund to make matters worse you guys continued to debit my account on the 20/12/2021 for a loan that was closed. I called in the contact center today to find out why i was debited again i am being told my account was not closed and hence i must send another proof of payment. What level of service is this. Nomawethu your consultant continue to tell me that i will have to wait another 5 working days for you guys to process. This is utter ******* i need my money before the 24/12/2021. i dont owe you guys a cent. Below is the email i received last week:

Hi Hedwig,

Trust you are well.

Kindly please be informed that the account has been updated.

Your refund has been requested.

Once it’s been authorised, it’ll be paid into your account within 24 to 48 hours. Remember, if you take another loan, you will forfeit your refund as the credit will be taken off your loan amount.