Wesbank - Utterly pathetic and impossible to close account

On 9 December 2019 I requested a settlement quotation for my account with Wesbank. I noted on the settlement quotation that the most recent instalment at the time had not been taken into account and I phoned Wesbank to find out why. The lady at the call centre confirmed that the latest instalment was not taken into account on the settlement quotation - she advised me to pay the full amount as per the settlement quotation and told me that Wesbank will then refund me the instalment for December.

I paid the full amount with the understanding that Wesbank would refund me the last instalment and my account would be closed. On 7 January 2020 another instalment for this account was taken via debit order by Wesbank – I queried this immediately and the person at the call centre informed me that Wesbank would refund me the instalment for January 2020, but there are no refunds due for December, since the settlement quotation was done after the instalment for December was received. He also told me that it would take 48 hours for the refund to be effected. This had my blood boiling and after explaining to him several times that the instalment for December was not taken into account at the time that I settled the account, this person pretended that he could not hear me and ended the call.

I phoned Wesbank again and asked to speak to a supervisor. I explained the whole story to the supervisor, who was very helpful and assured me that he would escalate the issue and that my refunds will be effected as soon as possible. Shortly afterwards I received a call from another Wesbank representative who wanted to confirm my details for the refunds to be effected. It is again two days later and I have not received any further communication or refunds from Wesbank, and my account which was settled a month ago HAS STILL NOT BEEN CLOSED!!!