ARA Group Payment dispute

In February 2019 ARA group deducted R4000 from our Absa account for our ABSA personal loan. We made arrangements on this loan for R500 a month. That money was never refunded and now today 26/02/2020 they did the same. I have emails where we arranged for R500 a month with Crystal from Ara group. In March last year a lady Carmen Fortune again sent an email asking for the money. I rep**** on the email that a amount of R500 was arranged for every month and why are we still receiving this mail. Never got a reply. We can not afford for a debit order amount of R4000 to go of on our account for a once off payment. We are still busy paying of our daughters heart surgery and now this. ARA group is not giving me any answers on this. I will take this up with the onbudsman