Retail capital - Yoco cash advance Incompetence

Took out a Yoco cash advance. Requested a settlement letter on the 04th of February and paid in full on the same day. On daily transactions between 05th and the 11th, repayment capital was still debited even though the account was paid up to date. I was advised by the call centre agents that refunds are only done on Fridays so I have to wait till the 11th and then they will process the refund once that's done update the account. On the 12th and 13th February repayment capital still debited on the sales made. On the 14th I spoke to a sales agent, who still tells me that refunds will be made on Friday the 18th but she will "try" and escalate the matter. I requested feedback by the end of today and ask for the agents name and surname and she tells me she doesn't have to give me her surname...really?. We are running a business here in tough economic times and really do not need such incompetence. I will wait for proper feedback by the end of today.