Horrible and clueless agent

I had the most horrible experience 1st with a chat agent called Neo from the collections team. My loan account is in arrears whereas my account was debited on the 25th of August which was supposed to be the last installment, since I opted to pay the loan in 2months ie July and August. Neo was not able to explain my account is in arrears when the installment was debited. Instead she told me to close the account and she ended the chat before resolving my query, I was then given the service team chat numbers Liam tried to help me atleast was better than Neo who clearly doesn't understand what customer Service is, although my query is not resolved. It's true when customers say Capitec make sure you on arrears unnecessarily. No agent was able to explain why my account is in arrears when the 2 debit orders for July and August went off