Bad Wesbank

First week April I contacted Wesbank as there is a bit extra money I paid in and it is not used towards instalment. So I asked Wesbank. They then on 3rd April confirmed the lesser amount will be deducted but when 28 April came Wesbank still took the full normal monthly amount. I called and spoke to a Lee. She explained anytime by 6 May I will get a sms notification as she said that extra money I paid in on the account will then be paid to my bank.

On 4 May I send an email to follow up and had no reply on that mail.

Today is the 7th and still no response or money paid to my bank account.

I even mailed Wesbank proof of my bank info which also shows the incorrect amount they.

Just want to know why are they not responding on an email especially when the state in emails that I am a valued customer. Is this the way to tread valued customers?