I have proof of payment and they don't respond to my arrears query

I have had a personal loan with direct Axis since 2019, I have sent an email querying arrears as I sent proof of payment and I called in more than 7 times today and have been told to send an email that I sent on 22nd September 2022 and have not received any response in respect of my query. Which makes me question the reason why the loan has been with me for so long, how many times did I not inspect my statement and pick up issues like this one. I am trying to clear this up for over a week before month end and my credit report should be affected by their incompetence. I wish I had they money to pay it up and close it and never look back.