poor service

A refund was paid to Marquis Finance from Innovation Group. I am struggling to get the money to be allocated to my account with your company. I called your call centre who could see the refund but they couldn't assist me as the money had not been allocated yet. they then transferred me to the collections department to get help with this. but the collections department can't see the money that was paid in. I sent through the proof of payment and proof that the policies were cancelled but still, I'm getting the runaround.