ICICI Bank — Loan closure

Seller back out from the deal hence i had visited bank and informed agent to cancel the loan dated 28th sept as the action was not taken i had visited again bank on 30th sept and informed the branch manger to cancel the loan. On oct 1 st i had emailed to the bank marking the bank agent and branch manager in the loop about the cancellation. Even after several reminders there was no action and i had pay all the interest. Now the mail reply has come from agent that loan is closed but is still reflecting open in the mobile banking app. I have very bad experience with icici now even after several months the amount charged to me has not refunded to me neither the loan is closed. I really dont understand why the customer has pay for it for something icic emp negligence.