Poor assistance

My car is written off and debit order is still going through. Payment were made but as i indicated that shortfall figures were not done properly. The is still outstanding balance. The were a double deduction of prejudice and excess. That prejudice that i am not satisfied. My interpretation of shortfall cover or its main intention is to cover the shortage when you settle the vehicle with the financial institution. Therefore i request auto and general to correct the discrepancy. I spoke to official by the name of mpho phetoane and he was not helpful at all & his level of professionalism is very poor. I regret to take cover with them.