US Bank review: Refinance

I did a refinance closing on 01/06/2021 at US Bank Branch 00708 at
3435 Cleveland Ave Columbus, Ohio 43224
When I signed at closing My old mortgage was suppose to paid off plus my $9, 672.62 loan that I had with US Bank plus I was suppose to get $10,000 cash.
These transactions was supposed to have been paid off on the 11th. I never heard back from the associate, so I called on the 13th to see why my loan had not been paid off yet, he said he had my paperwork right there and he was doing it as we speak. That never happened. I tried calling the bank on January 14, but the phones were not working so I went up there to speak to a supervisor. The supervisor said that the associate that did my loan had paid my US Bank loan with the $10,000 when the loan was already paid off in the refinance. No one can tell me when I'm going to get my money, nor will they communicate with me.