Direct Axis ****s

I would like to lodge a complaint, I app**** for the top-up loan (R150 000) with Direct Axis on the 16th September 2021 and my application was successful, so what was going to happen was that initial loan that I had with Direct Axis was going to be settled (R124227.58) and the reminder of the amount (R25772.42) was going to be deposited on my bank account and this is what exactly what happened on the 16th September 2021. On the 23th September 2021 the debit order of my the previous loan that had already been settled went through (R4696.28) and I have been querying this and now I have been told by 3 agents that the R4698.28 was part of the settlement, I have read through the agreement letter and there is no part which states that I will still have to pay R4696.28 even after the previous loan has been settled. I have asked the 3 Direct Axis agents to produce the telephone recordings as I did the application via a phone where I agreed or was told that the settlement was actually not the R124227.58 which was paid on the 16th September 2021 but I had to also pay R4696.28 and was told they cannot find the recordings. I have enjoyed the business relationship that I have had with Direct Axis but I am so disappointed by the manner in which this issue has been handled. I have asked for the reference number of my query and up until today I have not received anything.