Worst service ever especially during a time like this

Pathetic service!!! So last week I took a loan with Nedbank and they got a settlement amount from capfin to pay off my loan. Nedbank paid the loan on the 24th and I noticed capfin still debited me, I was not informed by capfin that the debit order will still go off. So I reversed the debit order then I got a message from capfin advising that they have refunded me 789 as the loan was over paid. Once they refunded me I received an SMS saying I owe them R1001. What bull****???? I then sent an email and today received a call from a really rude consultant who did not even apologise and she just sounded like she didn't give a damn. She made it sound like they don't care as long as I pay them I asked her to transfer me to the collections department and she said she would but did not she hung up instead... So now I can't get a hold of them and must wait around. I'm so angry and I feel like capfin was not fair on me, I don't understand how can a debit order go off when u request a settlement. FIX THIS!!!!!!