extremely poor service

My car was finance by absa vehicle finance. About a two years ago was in debt review which lead my account to be handle by the legal department. Later i was off in the previous year i was then off debt review. So in that I started to pay the car monthly.

On the 23rd of April 2018, i asked for a settlement amount which was given. My account was in a positive credit of R3800 and couple of rand. However i was advice to pay the settlement amount as given to me and the positive credit will be paid back to me.

On the 25/4/2018, I paid R5350.08, the settlement amount.

On the 26/4/2018 absa did a journal deduction from my account of R803.54.

On the 30/4/2018 I phoned absa so to start the process to ensure that i get reimbursed and necessary paper can be completed; only to be sent back and forth from legal to normal accounts and no one can help me. So currently Im not getting any help from ABSA. I'm told to try them on Friday the 11th of May 2018.

I'm concerned that when the day comes no one will know how to resolve the matter when i phone them. Currently i spend approximately 45 mins or more holding without service.