Pathetic Customer Service

On the 15th of October 2019 a settlement quote was requested from Alphera BMW Financial Services. On the 24th of October 2019 the full settlement amount using the bank account details and account number supp**** by Alphera. To date the settlement amount paid has not been allocated to my account and in November and December the monthly debit orders went through my account again!!! When you call customer service you hold on for hours without getting assistance. When finally getting through to a consultant they simply indicated that the money does not indicate on their side even though the proof of payment has been submitted and it has been confirmed that the correct bank details and account number have been used. In the meantime I am being charged with monthly interest, paying monthly for a car that has been settled and not getting assistance after various follow ups have been made! Absolute pathetic lack of service!