bad service capitec credit insurance

last year my company retrenchment staff. i had loan with Capitec bank i reported situation. i submitted my retrenchment letter to Capitec bank. the loan agreement include credit insurance which cover retrenchment, disability and death cover in the event one of those happen the loan will be paid up. however i submitted my retrenchment letter in December 2019 but the loan was not cancelled whenever i received a UIF money.

There will debit my account with different amount which was not the arrange amount. last when i went to the bank queried about this issue there will refused to reverse the money back. since February i have been reporting this meter to Capitec up today nothing is done. whenever i went to the bank all there will say is your query was reported but debit never stop.