process over customer experience or pure incompetence

A/C Paid off but they won't refund me what is due to me. They keep on insisting that i send POP in PDF and would not accept the png POP I sent. what difference does a type of document do??? I mean really. I told them, the pdf POP is not available on the FNB APP or online banking, they told me i should go to the branch to get one downloaded for me, a whole so called innovative bank!!, For the record, I AM NOT GOING TO NO BRANCH WHEN I PAID THE ACCOUNT OFF ONLINE!!! I paid through an FNB account, FOR CRYING OUT LOUD!!! You should just check under my ID number, then BOOM, you'll pick it up, if you are not shortsighted of course! The deep silos at FirstRand Bank are just simply appalling . I sent them my bank statement, in pdf, but they still insist that I must send POP in pdf for the particular transaction, like my shock is on another level! They have been enjoying interest on my refund that is due to me, they should pay me my refund, even if it's R1 with the interest they have *********ly earned. Poor Prince from the call centre tried to help shame.