No Refund but account closed

I settled my personal loans account via the Attorney. I was given a discount when I requested to settle the account, when I settled a debit order was processed and I suppose to be refunded. I called in to request for the refund and for the account to be closed. I was told as per the call reference no: ********** 363 that the refund will be processed and account closed by the 12/02/2018. The account was closed but the refund was not processed. I called in on the 12/02/2018 to find out why the refund was not processed, I was told that ITC has rejected the request for the refund. I am confused when did ITC have the authority to reject a refund? I have called in numerous times to resolve this with no help and the consistent response is the matter has been escalated. In the process I am trying to close my standard bank cheque account as it is dormant and bank charges are accumulating but I cannot close it because I owe the R1614.58 which is the amount that was debited by Personal Loans, and once the refund is processed, my cheque account will be up to date. However this has resulted in multiple calls from standard bank regarding my cheque account in arrears. All I want to achieve is a refund, if this not possible, give me a valid reason and I will happily pay the outstanding amount on my cheque account and close the cheque account.