Refund requisition

I have settled my personal loan with Direct Axis through a 3rd party on the 31st October 2020 after I was debited on the 25th (as per agreement). I am owed a refund by direct Axis which seems to be difficult for them to transfer into my bank account. I sent all the required documents on the 4th November n and after pestering them the documents were only put through on the 6th. I have since been asking for updates via calling their customer services to sending emails. But no one could give me an answer. The only hope I got was that on the14th Nov when a consultant told me that my matter is with the accountants, all thats needed is for them to transfer my money into my account. Today alone I have been on the phone for 30 minutes with 3 different consultants and still no one can answer my question. Instead m left holding and no one talking or even attending to me. I am very very angry and disappointed with Direct Axis service. You have given Sanlam a bad name. I hope eventually my matter will get resolved as I am very very upset.