Wesbank does not want to pay me the amount they owe me

I had a loan with wesbank and i settled the outstànding amount, however i paid more than what i was supposed to pay. For the past two weeks i have been calling in and i get different responses from their consultants. Today 08/08/20 i called and spoke to Nthabeng or something like that and she told me that the screen shot that i took is not sufficient. What annoys me is that i explained the first time i called them that FNB indicated that they do not provide proof of payment for online payments. The first consultant said the screen shot will be sufficient only after two weeks i am told that the screen shot is not sufficient. What annoys me further is that all the consultants said they can see on the database that i settled the account and i paid more. They dont even want to close my account even though i have settled my account.