Bad Bad Customer Service

Customer Service i received was absolutely disgusting. On the 14 November 2018 the loan was settled in full. At the end of November a debit order went off my account. I called in the first week in December and the response i received is to send the proof of payment. I emailed the proof of payment and still no response was received the debit order went off my account in December. I called again on the 4 January 2019 and i was asked again to send through the proof of payment. I called again on the 14 January 2019 and asked to send through proof of payment. on the 23 January the debit order was taken off my account again. I called and asked as to why this happened i was told that the call was only logged on the 21 January 2019. To date i have not received a refund and another debit order has been taken off my account. I have been waiting patiently with no answers. All the call center agent could tell me is that she will logg the query. I cannot wait i am absolutely frustrated. I will never take out a loan with directaxis i have been a loyal customer however i have received no customer service. It seems like when you need to pay off a loan you are treated very badly. Why can the accounts department no give information about my loan account??? Why does it take 10 days to allocate a payment???? this is not possible ive worked in this industry before this is a blatant disregard towards a customer. If the funds reflects in your bank account dont you query and find out ??? Is this your process in finance??? Very bad leadership!