Poor customer service form Wesbank

Wesbank is proving to be a very bad bank with regard to customer service. I am behind on my car payments and had made arrangements with the bank. I have a cash account where I did pay my installment last month but the next day a stop order went off where additional monies were paid to Wesbank. I call last Monday to get a refund as I had already paid, the consultant then tells me the money does not reflect. So I had to send a statement of to prove the money did go to them. On Thursday last week, there was still no word, so I called again. The consultant I spoke to acknowledged the 2 payments and said it was a matter of linking the email to the account and that the refund shall be paid in 24 to 48 hours. Today is Monday and still no refund or communication from the bank. I called again a few minutes ago to get assistance but a lady with the surname of Mahlangu handled the call, put me on hold and without letting me know transferred me to a guy in collections. He proceeded to dispute the 1st payment of R7350 made on 24/02/23 but back tracked when i told him the consultant on Thursday confirmed both payments. He then admitted that the payments were there (R7350 + R5100). he stated that he didn't 'think' the bank would refund me because of my arrears status. I responded to him that the status is noted and an arrangement had been entered into. He said he can't help (without attempting to I might add), he then referred me back to the consultant I was speaking to, whose phone went straight to voice mail. So I am here without a solution and most of all appalled at the unprofessionalism that I have been confronted with in the past week. I understand that my account is in arrears but that is no excuse to treat me like a pariah. Wesbank, you have a serious customer relations issue. I urgent assistance on this matter because I do not have spare money lying around to be able to give up on this R5100. Also, you have shady consultants working for you as truth does not seem to be their point of departure.