Capitec negligence

Goodmorning ,I have been a valued customer with capitec for many years ,I took out a loan 4years ago and paid every month without fail however when covid hit us capetic didn't help its customers instead they added 2 additional months to their loan term I did not need any credit assistance they just email and said they adding 2 extra months on my loan that was the first thing they did ,yesterday I called in capitec because I wanted to settle that same loan I did not want to do it on the app because I experienced when I settled them before they still wanted additional money on the loan I called even though the settlement amount is on the app so when called the lady that was helping me closed and settled my credit card when I told her Clearly to settle my personal loan ,itried calling to reverse her mistake and nobody is willing to help ,I'm so depressed please can I get assistance C.Wilson