Refund not paid

The settlement of my vehicle was paid, I am due to be refunded as the payment was made in full and i was still debited. Wesbank says they did the refund to my bank account but there is noting reflecting and i must call my bank. My bank says that they have no trace of such payment being made. I have been trying to call wesbank and I am not getting anywhere , no one can help. The agent drops the call or I just get sent from pillar to post.

Wesbank expects to be paid every month on time and if you don't they quick to hand over to debt collectors and impact your credit score. Yet when they have to pay back money owed to their customers there is no repercussions so they don't care.