PAID UP LETTER HORROR!!!!

I AM FRUSTRATED WITH NEDBANK DEBT REVIEW DEPARTMENT. I NEED MY SETTLEMENT (PAID UP LETTER). I WAS ADVISED THAT I CANNOT GET MY PAID UP LETTER BECAUSE THERE IS A CREDIT ON MY ACCOUNT I NEED TO SEND MY BANKING DETAILS TO GET A REFUND 1ST AND THEN THEY WILL CLOSE THE ACCOUNT AND SEND ME MY PAID UP LETTER. I SENT MY BANKING DETAILS ON THE 04TH MARCH TO DATE I HAVE NOT RECEIVED THAT REFUND. I CALL EVERYDAY AND AM TOLD THAT ITS BEING PROCESSED AND I SHOULD GET IT WITHIN 10DAYS. THE CONSULTANTS ARE RUDE AT TIMES. TODAY I WAS TOLD THAT INEED TO WAIT ANOTHER 10DAYS. I MEAN I BANK WITH NEDBANK,HOW CAN A REFUND TAKE SO LONG. MY MAIN ISSUE IS THE PAID UP LETTER. I DONT EVEN CARE ABOUT THE REFUND.