MFC is a ripoff!!!

My husband paid off the vehicle in February on the 12th of March we received a statement that the vehicle is indeed paid of and that the account was overpaid with R3500. When we followed up on it they asked that my husband send the bank statement and that the money will be paid back and nothing was done after that. We made countless calls to the customer service and sent emails but still nothing. Few days later we then got an email that the money was refunded to the client but no money was paid to my husband's account. We need answers, where did the money go to?? Why are we not getting answers regarding this???