still awaiting a response

I have been in contact with Sooraya Hassan of Nedbank since November 2017 i.cw my home loan . My last payment was in December 2017 . I asked for a paid up letter and there was a credit of R250.. in the account . I have sent emails asking for a response and when this letter will be issued and when the refund will take place . I have heard absolutely nothing . You are very quick to take money from people but when it comes to refunding nothing gets done . Could someone with a common decency get back to me .