closed account without a refund

I had an acces loan with the above mentioned bank,i settled my account 31December 2016,and after i settled my account monthly debit oder went through to my account again as monthly payment,and i visited the nearest branch about the query then after few days the money was reversed back to my account it was 01January 2016and again on the 01 of February 2016 same thing happened debit oder went through again to my account and again i visisted the westgate branch about that query and one of the staff member who was assisting me said the money will be reversed and the account will be closed,only to find that after some few days i received the sms saying my account is closed but the money was not reversed,i phoned loan department asking about my money to be reversed but the lady that i spoke to over the phone loan department said to me there is nothing they can do about it because my account is already closed the money can not be reversed unfortunately. please i need help