Poor service

I closed my personal loan account on 13 October 2021 and was advised by Gugu walaza that Caroline from complaints dept will close my account but instead my account was debited of a full installment on 29 October 2021 When called the call centre on 02 November 2021 spoke to Charles to whom I explained the situation of my acc He assured me the recording of the call to close my account will be avail at the branch by tomorrow but could not help me further Am upset coz when I asked them the last time if I owed. Anything I was told I don't owe anything but the account will be closed but they still debited my account on Friday 29 October 2021