Paid up loan still debiting

In 2020 my mom took out a loan from Capitec Bank at Nonesi Mall to the Value of R249999.00 and the agreement states the 1st instalment would deduct on the (15/04/2020) and last instalment on the (15-01-2025) as per loan agreement. As per the loan agreement the last instalment was meant to be on the 15th of January 2025 however to my surprise it debited on the 14th of February 2025. I then went to the branch I had taken the loan from and I won’t lie the lady that assisted me was as puzzled as I was because apparently on her side it shows that I’m left with two months however the agreement states the 15th of Jan 2025 as the last instalment date.

I wish to state that I have never missed a payment and have never reversed any payment of which a reversal is impossible due to the debit being a debicheck. The lady that was assisting me called their credit call centre and was being tossed around from one agent to another for an entire 4 hours and I left there with no proper explanation or response and was finally told to write an email and there still is no response to that email. My daughter tried to reach out to Capitec using their social media account and they promised to call me before end of business on the 19th of February 2025 to which they didn’t. They called on the 20th if I am not mistaken and the agent was playing a guessing game saying I took a break during covid when I disputed that he/she asked how I would like them to assist me of which I said I would like the money they debited on the 14th of Feb refunded to me and the agent said okay we will call again with further feedback. It’s the 26th of Feb and I still haven’t heard from them. I am utterly appalled by this distasteful service I am receiving from this bank that I have paid back in full as per agreement but now wants to continue debiting from me without reason.

Why is there no definitive explanation to what happened these agents are all guessing one talked about insurance went up the other about a break i took during covid another a missed installment???? How can it be soo difficult to check and see I’ve never missed any payments???