Client's request not honoured!

I am due a refund and my vehicle was settled and an instalment was made by my debt counsellor after the settlement was done, as from 6th Feb I emailed proof of payments from the instalment as well as the settlement and also attached proof of banking details where the refund was to be paid. For 3 weeks we have been back and forth for Wesbank to only refund ( no proof of this yet) to the debt counsellor, now I will have to query with them for probably another month to get my refund. All the consultants promise to resolve your query immediately or escalate it and nothing happens. This is definitely not TCF. Really bad service!!!!