Toyota Finance/ Wesbank delaying tactics on refunds-another example

I settled my full balance on 3 Dec but also paid an additional installment due to a confusing settlement letter. I ve been strugling for two months now to get the +-R 7800 refunded. I phoned and emailed several times proof of payment, logged on to the website, app and sms to their nr provided. When they eventually responded way after their 3-5 day promise they admitted that they can see the surplus on their system but I still need to email proof of payment in PDF form which means I had to drive from the farm to town to FNB who are also not what they used to be. Previously I also had to use hello peter to get a refund on insurance that TFC took out on my Hilux without my concent after I emailed proof of my own insurance and phoned them for months. ***??