Lack of communication and *************/ dishonest

Horrible experience, I finished paying off my car and i paid more than what my actual instalment was.I paid extra then when I checked my statement I informed them with the hope that they will refund me. They have been ducking and diving but after send proof they phoned wanting me to verify my personal details so they proceed with the refund request i did that and received a message that my refund request has been processed i will receive feed back within 48 hours. I have not received anything. Now when i I enquired about this no knows anything about it. Lastly they sent me an email asking for my address where the title holder documents will be delivered to and according to them that was the only thing that needs to be cleared out then within few days i will receive the documents. Today 28/12/23 when i asked them about the refund they now changing the whole story that i should pay the exact same amount that they owe me so they can continue with the title holder process, how convenient? Keep the title holder documentation and the refund if you will benefit from that. I am tired of this back and forth clearly the company doesn’t hold high moral values