Discount amount agreed money taken but discount not allocated

I received a message from African bank stating that if I settle both my credit card and loan account before 30 October 2017 I qualify for a 30% discount. I contacted them right away and made the arrangements for my loan to be settled end september and the discount amount was placed on debit order for 28 September 2017 with the credit card I agreed to settle in two payments one end Sept and the other end October thus still qualifying for the discount the amount was worked out and divided in two the first debit order went off as scheduled on 28th September 2017.

I phoned for a settlement letter for the loan last week friday as the account should show paid up and the consultant told me there was a balance I explained that the balance is probably from the original outstanding amount and that I agreed to settle the account and paid the discount amount and that it should rectify itself by the weekend. I then requested my statements . My loan statement does not include the discount and still shows a balance outstanding but should be settled. My credit card account also does not include the discount and my payment debited on 28 September 2017 still does not reflect. I called the call center again this morning asking for it to be rectified and the gentleman said that I will be contacted by this afternoon , I still dont have the settlement letter , my statements are not yet updated. I agreed to the settlement to get this matter resolved now its my problem to get the statements sorted out ? Why wasnt it changed when I agreed to the discount and the new debit orders were loaded onto my account ? Can someone please update both my accounts with the discount and send the settlement / paid up letter for my loan account ?