Capitec CCS & Collections dpt

I’m appalled by the service from their CCS and Collections department I’m told My loan is in arrears-both departments can’t explain what a Discharge Interest is that I owe and service fee Credit insurance was paid out so why do I owe money that branch,CCS and Collections can’t account for. My credit score is going to be affected and I have no answers

Thank you to Kayla from Clearwater branch for trying and being patient with me