Refund for the settlement reserve amount.

I was assisted by Nstikie and she did a great job helping me with the application, then was assisted by Omphemetse with the payment of my creditor's she also did a great job until where I was supposed to get a refund for the reserved amount. When she called to explain the contents of the contract she mentioned that the 2000 that is reserved is going to be paid back to me if not used. I had one creditor which we struggled with getting the settlement letter therefore I ended up paying it and I was told I will be getting refund for upon submitting a paid up letter plus 2000 which was reserved because my creditors were paid exactly as they appear on the contract. To my surprise a day later I only received the R200 instead of R2200. I spoke to Omphemetse about it and was told the matter was referred to her manager, still waiting its close to 2 weeks now, the 200 I got the following day, what is so difficult with the 2000. That R2000 is part of my loan I am going to pay it back therefore I want it. I hope I will get help please.