Poor work ethic from staff that deal with collections

The work ethic is very poor. It is like the staff do not know how to deal with non routine issues. My account was debited twice for a specific month but no one resolved the issue. After I picked the issue in my bank statement I reversed the amount. This was the day the staff kept blowing on my phone. I explained to more than five people that they need to investigate and get their facts right but every time I get a call I had to say the same thing. I ended up having to explain the issue to the people that are supposed to be experts at this. After then I was not receiving calls but messages and emails that I am still owing. To me this feels like if something was to happen to my car they will try to waive their responsibilities and hide behind their inefficiencies that my account was not up to date. Thus every time they say your account is in arrears just know your car is no longer safe. I am not sure if this is the kind of inconvenience that a customer should be prepared to deal with. I am very disappointed at their services and one needs to be extra careful when dealing with a business that operate under this kind of work ethic. The last person to deal with was Sanele Mlipha. I keep wondering what kind of training these people receive and who supervise them.