Customer service is non existent

After settling a personal loan with them they credit the account with the amount but never settles it, after numerous calls and always a promise of a call back 2 debit orders was processed and still the account is opened. Customer service is non existent. Account was settled 7-12-18. If the money shows in the account why not close it. Who is liable for all the costs. What about all the calls I have to make and my time that I have to spend on the line. I need this resolved asap and the 2 instalments refunded.