Directaxis ***********

In December I took out an additional loan with Directaxis. R48000 was used to settle the previous loan and I was given the new loan. A couple of days later I phoned them and asked them why the previous loan was settled but not closed, the consultant ensured me it will be closed by en January 2023. This month end January 2023, directaxis took the installment for both loans from my bank account. After speaking to a consultant on 20/01/2023, he told me that I will have to wait 10 working days for MY money to be refunded. I asked the consultant that surely they will pay me back with interest since I pay interest to them when I have/borrow their money. He informed me that no that is not how it works. Up to now the consultant still couldn't give me an answer to why it was not closed. Is there someone I can phone or speak to, I want to take this further since they had now permission to debit money from my account after settling it. Or am I unreasonable? People budget and have other responsibilities to. I am going to stop my debit order with them and then pay it via eft every month😡😡😡