Refund

Good evening OVER A MONTH NOW AND I CAN'T GET MY ACCOUNT SETTLED PROPERLY AFTER PAYING EVERY CENT. I asked for a settlement letter on my vehicle and paid off the amount and emailed PROOF Of payment to customer services. After sending numerous emails to get my settlemenr Letter reflecting zero balance alphera has not assisted. I've been calling and speaking to Portia who promised to set this last week. She hasn't done anything about my query to date. I called her again today ND she kept me in hold for over 10 minutes today till call cut off. She never bothered to call back ND BMW debited my account again after I have settled my Bill PLEASE HELP. I want my money back alpheria.