Problem processing refund

Good day. <br> <br> I would like to express how disgusted I am with your department and how you deal with customers. <br> <br> I was told that my account was paid up in full but there is a credit of R3165 on the account, The consultant told me that i need to provide band statement and copy of ID for refund to be processed. Now I get a mail to say \Kindly be advised that we require the proof of payment for the recoveries payment made on the 17th of August 2015 for the refund to be processed. <br> Please be advised that I am under debt review and your system should indicate that. My Debt counselors payment provider sent me a statement indicating that payment was made and it shows successful. Please go through the attachment in detail to see that payment was made and the amount that was paid. <br> What I don't understand is that the account is paid up in full as confirmed by the customer service consultant but there is still a credit due to me. That is regarded as *****ing because you confirm that the account is paid up in full and all monies has been received but there is still a credit on the account that you cannot process because you need proof. Is your systems proof not enough saying the account is paid"