Paying more than I have bargened for, because of the incompetence of the staff is a *******.

I took out a loan on the 1 September 2021. The loan was paid into my account. In October I was ready to settle the loan. I requested a settlement letter, upon receipt of the settlement letter I realised I dont have enough money then I called Direct Axis again to arrange for a new settlement amount. I called Direct Axis more than 10 times with no response. I decided to settle the loan using settlement letter that was sent to me prior, which was 3days late. I realised my account was not closed and called to find out more. They told me that I was still owing . The client service department at direct axis is extremely *********** to say the least. I can not keep calling these people with no response. I refuse to be responsible for their incompetence. I have tried my outmost best on my side, what more should I do to get a response??