Soooo disappointed

I overpaid My account via bank app. I went to Identity shop with my drivers licence to ask for my refund. We called head office for authorisation code, only to be told that I cannot be refunded since I do not remember the year that I paid my loans. The question is irrelevant to my refund. I failled to understand why I must state the dates of my activities of my other accounts that are not even related to them. I just needed my money that's all. I m told to come back tomorrow to fail the questions again and come back disappointed. I does not look like I will get my money from them. I am so disappointed on their customer service.