BAD SERVICE FROM RUSSELS H/O

I phoned Russels for an early settlement 23/7/2018 the guy on the phone gave me the wrong amount and told me to pay that amount R 29 031.21 on that day as it is only valid for that day I paid the money I had to phone back the next day to get proof of settlement when I phoned back I was told that I now paid more than I had to pay and that I have to send my bank detail and a copy of my id to be refunded I did that until to day no joy not even response on my e mails. I now wonder if the settlement amount quoted were in fact a discounted settlement for paying up the account. Both the times I went to the branch only the manager were present and she have no authority to assist me in the refund it needs to be done by H/O THE SERVICE SUCK from the H/O side I feel sorry for there branch manager.