Short fall settlement delay

I was involved in a car accident and my car was write off, ABSA was my finance and my insurance made a settlement for the car and they paid on the 07/12/ 2015 the amount of value of the car at the time, however there was a short fall which was covered by ABSA. I phoned ABSA on the 18/12/2015 to arrange the short fall settlement .I was told by the consultant that the claim will be submitted and it will take 7 working days. I was promised feedback which never happened .when I followed up I was told that the claim was never processed because the person whom it was given to is on leave and I requested my debit order to be cancelled because I wasn't going to be able to pay since I did not plan for it but I was told it cannot be cancelled because im still owing. The process has been delayed and I must suffer because someone did not take the matter seriously. I don't know what I must do now in order for the short fall department to stop my debit so that it does not affect me by month end while they still processing their paper work this whole thing is stressing me because I do not want to pay any debit. Please advise on the process.