Bad service

I am so irritated by direct axis, I was offered a top up loan yesterday and was advised that the will pay off my existing balance and pay the difference in my account. Now today I get an sms saying I'm in arrears, how can I be on arrears when you uys are the one who checked my settlement amount and paid it off. I u've trying to cal te customer care,they either pick up and drop my call or make me hold, it's been a hour trying to get hold of someone.