Refund process a nightmare

It certainly helped to pay a smaller amount,thanks to NDA. But it was a nightmare to obtain a statement throughout the years. I was overcharged R1100 on my last installment by NDA,which was forwarded to Bayport ,which i assume is still there in credit. I am waiting not so patiently for my refund and at least an apology from NDA for the distress caused by their insufficient customer care system. Do they REALLY listen to their recorded messages? Can i request that they at least listen to the last 3 conversations we had?