very disappointed and disgusted

I am very disappointed and disgusted witg the service i got from Bruma Finance. I have been their client fir many years. Last month in May i finished paying the loan i had with them. And to my surprise 3 days before i got paid i got a statement that i stilled owed them. I called them to enquire and they confirmed indeed that i didnt owe anything it was a mistake and i spoke to the ladt by the name of Claudia and she said unfortunately they cant stop the debit order because its late. She assured me that after the debit order appeared to them they will do a refund immediately. I called them yesterday explaining that i needed money urgently as i had to travel yesterday to KZN as my mom is not feeling well. And she said there is nothing she can do they money will be paid at 3 and still assured me that i will get the money today morning. Unfortunately till today there is no money in my account. I am so disgusted right now with their service. I couldnt even go home to see my mom who sick because of them. Not sure if they are really prepared to pay m money because i am sure if it was me owing them then they would have blacklisted me which is very sad