Credit balance on my account and debit order deducted.

My car was written off and insurance paid, now my account on negative balance of R17654.60, and the deducted R4457.94 from my account. I have been trying to resolve this issue for weeks , and every time i get to someone am referred to different people. Spoke to Raymond and he said the matter was closed i must go back to consultants, then consultants said the matter is still not closed on their side. Spoke to a Nolwandle which she is not giving proper explanation and not helpful at all. Today 26.06.2025 I spoke to the consultant Portia and she did confirm that there is credit on my account that must be paid to me.

I really am not satisfied how this matter was handled.