Refund nightmare from DirectAxis

I paid off the loan but they still deducted the installment amount from my account. I called but no one is able to assist me they keep on transferring me from one consultant to another, it is very frustrating because the company didn't event respond to my email. I understand Covid levels are making normal operations a bit strenuous but the clients should not be treated like they are not contributing to the success of the company. My budget for this month and next is affected very badly and no one at directaxis is worried as it's not affecting them personally.