bad customer service

i am really not happy , i took out a top up loan with you and i was told my balance on the existing loan was R92000 , and that my account will be closed and available funds paid to my account , the new contract states that my new debit will commence on the 20th of June , to my surprise a debit order went off today and when i call im told that noo actually your old account is not closed and your balance is not R92000 but its actually R95000 , like really why didn't they explain this to me , this whole exercise of a top up loan was useless and not of any use to me anymore , if you are not going to refund me this instalment , ill credit the difference of R4000 and continue with the initial loan i have , because you made me take the loan under false information . Please treat this urgent coz im really annoyed , i am good paying customer this is nonsense .