ABSA Vehicle Finance and Shortfall Cover

My car was financed by ABSA and I also took out a shortfall cover with ABSA. I was involved in a car accident on the 27th of May and my car was written off by Momentum and a settlement amount was paid by Momentum to ABSA. I called ABSA on the 12th of June after receiving an sms notification that a payment was made, on the same day I made a call to ABSA to make a shortfall claim and sent through a signed confirmation of loss document from Momentum which clearly stated the amount Momentum was going to pay and how much the shortfall amount was going to be. Till today 02 July 2018 ABSA haven't made a shortfall payment and on top of that a full vehicle finance amount was debited from my account. Calling ABSA has been nothing but a nightmare as they keep on redirecting my calls up until I demand to speak to a manager.