Lack of service from DirectAxis!!!!

I settled one of my Loans on the 16th of January 2019. i sent the POP as well as the settlement letter to them and was told the account was paid up. on the 24th i got an EDU Collection attempt for this very same account which failed as i did not have enough funds for this debit order. I then called DirectAxis and was assured that the account was in the process of being closed and there will be no more debit orders that will go through then today the 27th the debit order was done again. I called DirectAxis again and spoke to Ludwe (a consultant) who was less then useless in assisting me with this problem. i asked him to check on the system to see if the payment was reflecting with the correct reference number, he confirmed the payment is reflecting but cannot help me as he needs the POP. i then stated that it was sent on the 16/01/2019 . He then said he cannot help me as the POP has not been received ALTHOUGH the payment is reflecting in the account, they cannot close the account because the POP is not received but i sent it on the 16th. now i am out R4,690.60 because someone on DirectAxis end didnt to their job. At this point i am just looking for someone who is a Supervisor of Manager to assist me as the consultants are useless. this is damaging my name and i am having to pay reverse bank charges for something that is not my fault. This is *******. I have been with DirectAxis for years. After this lack of service, i will be taking my business elsewhere. Please can someone help me resolve my problem ASAP.