Lack of feedback or communication regarding a refund!

I settled a loan on the 26th of November 2024, but used the incorrect reference. I sent multiple emails and contacted the call centre, from there on to find out if the payment was correctly allocated and to receive a refund on the additional payment that was deducted after the settlement.

Up until this point I have only received 2 emails from RCS's side, one requesting proof of payment and ons stating that I must email another section of the company.

This has now been ongoing for more than a month, without any feedback or correspondence.

I am not happy with their lack of customer service.