Settlement Amount does not make sense

Extremely disappointed with SA Home loans, service and poor communication. I have contact SA Home loans before end of May for an settlement, the inform me that they will not be able to give me an settlement amount as must contact them in the new month. The 1st I contact them and receive an letter that stated on the 1st currently balance with the amount and then on the 6 an settlement amount that was higher than the current balance. I have then pay the first amount. The proof of payment was sent through on the 1st. Then on the same day the debit order also went of. The 2nd of June I have contact SA Home loans where I told them that the debit order also went of. The consultant told me he can see both the payments on the system, he will forward an refund form to me to complete. On the 3rd he acknowledge receipt of the form an told me that he will forward to arrange for the refund. Today I receive an call from the consultant to let me know that I still an amount outstanding and that I must pay before they can close the bond. I then ask to speak to the supervisor then she said that there's still an amount outstanding . I told her that settle the account as per the letter that I have received and that I did send the proof of payment on the first, the she recons I must understand that the payment because it's from an different bank don't reflect immediate then the money is going into an trust account and then they allocate, so I must pay the interest for the the few days, that I do not agreed on. Then the consultant told me that there will be no refund as the debit order that went through was part of the installment, that I also do not agreed on, he should have been able to see that the debit order must still go off and also he should have told me to wait let the debit order just go off then he will be able to give me an settlement, R6566.is a lot of money to throw in the water, how can the consultant tell me that they will refund me after he told me that he can see both the payments and then a few days later its part of the settlement amount. Something is definitely wrong.