bad service

I wanted to close my husband account and wanted to pay the balance owned. I did an online banking transaction from my account(wife) and over paid R3400 and immediately called and was told to send the relevant paperwork which I did. That was last week Wednesday 30th August 2017 payment was done 24th August 2017. If I don't call for information they don't contact me back.Every time I speak to a different consultant that I understand due to its a call centre but they don't update the system and every day I call they say it takes 48 hours to resolve the issue so everyday my 48hours restart I don't think that is fair. If my payment is late they call everyday but know that I need my money they don't give any feedback. I spoke to the manager last week and he said that if paperwork is submitted on a Wednesday they will do their investigations today I call he said the same thing as last week this is not on. The telephonic calls will take up to 30 min and that is to my expense. I take full ownership that I did this mistake to over pay but does it take this long to get information and a refund.