ACCOUNT CLOSURE AND REFUND

I have gotten a consolidation loan from Bayport and they settled my account with Nedbank on the 23rd June 2021. Unfortunately the ref number used was incorrect which I understood. The money was located on the first. After it was allocated I requested for account closure and refund, up until today I have not received my refund or the account being closed. on top of that, they charged me an interest amount of R 2000 and assurance of R 455 for an account that has credit. Can I kindly get someone to close the account and pay me what is due to me. They say Phumele is the one responsible of closing the account and refunding me but she doesnt answer any of the consultants message. I have contacted the NEDBANK on Facebook, they also havent given me any feedback. This is preposterous :(