Pathetic Service

I settled my loan with RCS - they didn't refund my credit due to me, it even stated the credit on the statement they sent me after I'd settled it. I called in and they said they're sending it in for the refund to be processed. The following Monday 15th Nov, I get an email from *** asking me for documents. I sent them in the next day. Thursday (Today) I called RCS to find out what the status is, the person said the documents were not received. RCS is so eager to debit my account but when it comes to providing service and refunds, then their service is pathetic.