FNB and Blake and associates are not complying

Good day,I have a loan that was handed over to blake and associates. I requested a settlement amount which was received on 29th of Jan which was paid on 30/01. And proof of payment was sent on 12/02 email received that payment was received and was escalated to collections department. A debit order was done on the 25/01 but I made payment for the initial amount,which is more than the shortfall paid as stated on email from blake and associates on 03/02. Then on 15/02 I was asked to send a back statement for refund and once received the refund will be paid and only then the account will be closed which documents I sent on 17/02. On 27/02 I received an email that there is still an outstanding balance,to which I responded that I am confused cos a refund was supposed to be made to me and now I need to pay more. Your automated emails stated a response of 48 hours and yet you do not comply. I want my refund and I want my settlement letter.