they say I did not settle while I did

In 2013 I took a loan with African bank and now in 2014 I got offers a 35.000 loan and I asked to settle the first one of which it had a credit card with and I was given a settlement of 4689.00 and asked if it was for both the loan and the credit card and I was answerd with a yes and I paid it. Now I received an SMS saying my account is in arrears cause I reversed their debit order and I called them I spoke to a lady called Refiloe and when she checked she said to me she could also see the settlement and doesn't understand why they say I still owe them and she said she will call me back later during the day a lady called Brenda called me and she was very rude to me cause she couldn't even answer me when I asked her how could I be given a settlement for my first account without the credit card whereas it came as a one package and she said she doesn't know and doesn't care fact is I am obliged to pay them and when I asked her for an explanation she kept saying I'm oblieged to pay then a lady called Lerato called and with her it was a total different story cause she said to me she doesn't get it why was brenda like that and y she did not deal with the situation cause she could see