Shame on RCS collections department.

I have a loan at RCS. During 2021 enquired about my balance remaining too high. Lee aan of collections didnot assist me. Got statements regarding my account from another department. Found my loan paid up end of 2017. No letter was sent to me. Collections phoned everytime to pay or send statements with high amount balance outstanding. Since 2021 struggled to get a refund of R102,900.00 which i paid in too much. Seems collections staff is helping themselves with money from clients. What is the CEO doing about this? Collections delete my emails when i apply for my refund. Can you trust these staff members?