So annoyed by Rage!

I'm so annoyed by Rage! I've been paying my account with my Capitec account with my account number as a reference. It's been 3 months now and Rage is not updating my account so whenever I check my statement the amounts are still high so I kept on paying my account until I realized that Rage hasn't been updating my account also I have overpaid my account so they need to refund me, as a result my credit score dropped by 20 points. I spoke to a consultant by the name Linah (***) who keeps saying to me I should send her and email with all my POPs and my bank statement - then she disappears until I call her, she told me she will reply to my email its been 6 hours and she hasn't came back to me. I need my refund and I need them to fix my acc.