Disgusted, poor service, wrong information

During the week, I called the Capitec bank contact centre, to be specific the collections department, as I was told this is the deparment that will assist me with my query. As a valuable customer I always pay my loan on time every single Month, I even pay extra cash. I had an advance on my loan, I requested that only the remaining of the instalment balance should be taken this month, I have spoken to 2 ladies who confirmed only the remaining will be deducted, I was so disgusted waking up to a full instalment debited. I am utterly disgusted. With the fact that those 2 ladies who are *********** giving me half information, when they clearly told me ma'am only the remaining balance will be taken. I would like a refund on my advance ASAP!!!