BAD SERVICE

I'm really unhappy with the service I received from Capitec. I had a 6month loan that was paid off in 3 months. The last month I was overcharged the difference of the amount was reversed by Thokozani. There after I've been getting texts messages saying that I'm in arrears and the reversed amount is outstanding. I can't understand why he didn't close this amount or settle the loan. Now it has dropped my score drastically!!! This is really unexpectable. I'm very unhappy. I called in today and spoke to Ellessy and told me she didn't know what was going on. I had to explain myself 3 times cause it was very hard for her to understand my query. I asked if I could please speak to a manager. She informed me that she would need to escalate this and a manager would contact me within 48hours there is nothing she can do on her end. I can't understand why because I have worked in a call centre before and there are team leaders. Ellessy informed me I have to wait for the call or go into the bank and fix a problem which I did not create! She did not try and even help that's the saddest part. That's UNEXPECTABLE. This should've been fixed on my 1st call with Tokozani. I spoke to another agent thereafter because I was not happy with Ellessy's response. The agent informed me he would would get an settlement letter and he would contact me within an hour or once he gets a response from his team leader. I asked him how it is possible that Ellessy couldnt help me. I was informed that she is new and the lack of knowledge is not so great , which was a huge disadvantage on my end. He did apologise on Ellessys behalf. Seems like some agents need to go back for training. I'm an excellent payer now and have a ****py credit score all due to one Capitec agent! Im really unhappy about this!!!