Paid Up Confused

I do not know how your banks communication work

I received a discounted settlement on Friday 23 Feb 2018 from Ilhaam Abdullah I then phoned and they arranged for a debt order to deduct the R17285.63, and on Monday the 26 Feb 2018 the amount was deducted

On the 27th Feb i emailed and asked for a paid up letter because we need it urgent to get the clearance process started on Debt Rescue.

Someone else replies and tells me i paid sort of R4408.43, how does your system work because if i personally email someone at Capitec i am allowed and should use the enquiries email. Where someone new answers your email everytime and you have to start your story over.

So i am asking here now. I received a discounted settlement on Friday for R17285.63 the payment was deducted on Monday Can someone please help me in getting a paid up letter on my account. That handles the discounted settlements. Because i also on my Internet Banking it shows R4408.43 outstanding and that is not the case.