Sanlam does not know what customer service is .I paid in full.please refund

I am disgusted at sanlam personal loans.i paid my loan in excess. They owe me a refund. They cannot pay the axecess they want a proof of payment when they did a debit order. They say they cannot close account .the back office needs paperwork. We cannot close your account.They cannot close a deal.Sanlam please understand what customer service is.i paid in full .Do the right thing.