LOAN OVERPAID BUT HANDED OVER

Capitec handed over our account even thought they were getting monthly payments with no delays. We reported the matter and have been waiting for them to provide feedback, it's been 3 weeks now with nothing. Last week I sent to their complaints email address, it was as usual ignored with not even an acknowledgment. Our credit record has been messed up because of what Capitec did. We need a response from the clarifying why they handed over our account.