Waiting on a Refund! next stop the FSCA

Paid up all personal loans on 17 April '25 - proof of payment was sent on 17 April to *** - month end they processed debit orders to the amount of about R6*** anyway- called the loan department on the 24th Call reference RX*** and they promised to refund the money, to date no refund has been received. Tried calling again this morning(30 April 2025) morning from *** - each agent dropped the call (wondering if action will be taking agaist these agents) - Long story short I'm writing this to "follow ordinary processes" to follow will be a complaint to the FSCA regarding client treament and the withholding of interest on debit amounts- On the IVR I heard all call were being recorded, when responding my complaint please provide me with transcripts for all of my call on 24 & 30 April regarding this matter, I'm going to use this a supporting documents in my FSCA submission.