bad and *********** service

i am not happy with the outcome of the investigations on my account. i settled one of the account in 27/11/2019 , i have a statement that states that this matter was paid up and closed. i did ask for a paid up letter from the collection company, however they stated i must settle all 2 accounts before i can get a paid up letter, but the 1 account is closed and settled. to my suprise when i requested a settlement amount on the other account, i am told there is a new balance on the account i already settled, i disputed this matter, and my complaint was sent to viwe Boldvedkt who is a complaints manager, he said he will investigate and come back to me. he called me today stating that the collection company said i did not pay?? what kind of investigations did he do when i sent him my statement in black and white which clearly states that i paid and this matter was paid up and closed?? how can you just believe one side of the story where someone just tells you that i did not pay where i presented evidence in black and white? am i going to be **********, off my money just like that, just because no one cares to look into this matter and how come capitec does not have record of my payments? how do i trust to settle with R 60 000 on my other account where as capitec fails to see the account i settled for R 2 000. hw can a big company like Capitec fail to see my payments record, and what kind of feedback is we investigated this matter and we live it at that? thats what viwe told me, this is really unfair. can someone look into this matter, i will not pay and settle 1 account twice, it is unacceptable. i can email you the stament. thank you