loan account issue

My loan account was debited before the actual debit order date without any communication been sent, okay fine. I settled what was the outstanding amount, I then received outstanding insurance amount of which one of the agent called me to ask when will I settle the remaining amount which only appeared after I settled the amount. I then paid the remaining amount to my surprise service fees have been added again because my account is still open and this was not communicated with me, I am annoyed because no clear communication was sent to me after my initial settlement and how to go about making sure this loan account is closed.