No refund of prepaid funds

I tried requesting a refund on the website but it is an endless loop of relogins without any progression. I then proceeded requested a refund from Wesbank and was told they no longer do refunds and that they are not a transactional bank whatever that means. I can do transactions to the account? They did not notify me in due time ensure I can transfer funds should I wish. I find this unacceptable as I was able to do so in August and their business model did not all of a sudden change. I urgently need to transfer the funds and do not want "months credit"