Capfin not living up to their promises

i had a loan at Capfin, and it was settled on the 8th December 2023. on the 13th i send proof of payment but did not receive any response from them. on the 18th i phoned and the consultant first told me they have received a mail from me without any attachment. i then resend the mail and after a while she confirmed that she has received the mail and will forward this to her finance department to settle and clear my account.

this did not happened and on Wednesday the 27th they withdraw my monthly payment, i phoned again and then was told by another consultant that the info that was sent on the settlement letter is incorrect and therefore they wont be able to clear my account. my question now, how many people at Capfin has seen the proof of payment and did not say it was incorrect.

today the 2nd of January i resend the info and then another consultant told me if i have received a no reply email from them after i have send the proof of payment i had to wait 48 hours for them to respond about my re-payment.

this to me is totally unacceptable as they been sitting with my money (R2438.94) since the 8th/9th of December and on top of that deduct another amount from my bank account (R965.81)

it is the beginning of a new year and i need the money for my child school fees.

please help urgently