Payment reversal

I dd a consolidation loan on 6 the system mistakenly paid my account of which I ddnt wnt to close it nor pay it off I called mr price contact centre request a reversal hance the bank says they don’t do it frm thier side anymore I went to woolies they said I should send them the proof of payment and where they should pay back the money

Mr price 1st of all the person i was talking to make hold for 30 minutes as she said she is gng to ask the supervisor she came bck saying they need a letter frm the bank stating that they made a mistake

I dnt understand i hav the proof of payment i need those funds bck then i ll deal with my bank

Which letter do they need coz i have the proof of payment. That state that the money was paid

This whole transaction is stressing me nd only one thing that I request and I have been a good paying customer but when its come to you do your part r failing me