Wesbank withholding my refund since february

After making an over payment on my already settled vehicle finance account on 1st of Feb, I still have not received my refund. My request for refund was being handled by Bontle Dineo Matjila. She has been very arrogant throughout this whole process. Our point of contention is that she sent me an email requesting that I send through some documents for the payment to be processed (AS PER OUR TELEPHONIC CONVERSATION . > REQUIREMENTS FOR REFUNDS > ¿ OBTAIN PROOF OF LAST 3 PAYMENTS. > ¿ OBTAIN BANK STATEMENT OF RECIPIENT OF THE REFUND > (EITHER THE CUSTOMER OR THE PDA) > ¿ WHERE PAYMENTS HAVE BEEN MADE VIA A PDA WE WILL > DO THE REFUND BACK TO THEM UNLESS THEY REQUEST THAT > WE REFUND THE CUSTOMER DIRECTLY AND SUPPLY US WITH > THE CUSTOMER¿S BANK STATEMENT > ¿ NO REFUNDS WILL BE DONE TO 3RD PARTY BANK ACCOUNTS > THANK YOU.) The last 3 payments were made from a third party's bank account, and as such I don't have access to their statements. What ****es me off the most is that this lady insists that I must supply the 3rd party bank statements because Wesbank will only refund into the bank account from which the funds were paid from. That's in direct contradiction of the very same email she had sent that says no payments will be made into 3rd party accounts. I had requested that the matter be escalated to a senior manager. I have not heard from that senior manager nor have I been able to reach her on her line. Her name is Mandy Gillan.