usless service

My settlement on my vehicle was paid last month and sent a email with proof of payment and stated they must NOT take anought installment off. The installment went off after I told MFC not to do it!! Then I followed up and MFC said they will refund the money within 10 days. Today is day 12 and when I followed up again where my money is then the only ask me for my bank details.. Theis sevice is usless!! I want my money back today and a call from management to explain why you have usless staff!! I have been a good client of yours for many years and this is how u treat me! I have never even had one installment missed or have been late! Wake up MFC!!