Refund problem on fully paid up account

My wifes vehicle was fully paid up last month, but Lifeline Debt Solution overpaid the account by R270+ Now my wife is struggeling to get this money refunded as well as the vehicles papers to put the vehicle on her name. We don't understand what the problem is, as Wesbank can see on the account that the vehicle has been paid up and is R270+ in advance and fully paid up. Can higher management from Wesbank please solve this problem asap.