BAD SERVICE DELIVERY

I have a personal loan with Direct Axis and my last installment was this month. instead of deducting the outstanding amount, they deducted the full monthly payment. This is very frustrating, and I have been trying to get hold of a consultant since last. Either they lines are very busy, and you cannot get through or finally today I get through and the consultant drops the call. Called back just dead quite!!!!! This is unacceptable and top of this my balance shows I OWE THEM R316.00!!!!!