Refund process no customer friendly

My MFC account was settled and the debit order ran. According to the agent it can be seen that moneys were received after the settlement and so i apply for a refund(which is crazy, that i have to apply for refund). But for me to get this refund that they see now i have to produce proof that it came from me, what nonsense is that. Now i should pay for a bank statement from my bank to prove that it was from me. Why should it cost me to get my refund, i dont think this is in line with TFC