Settlement gone wrong! poor service!

I went to Direct Axis requesting financial assistance and they came to my rescue and I am grateful. On the 23rd of Jan I called them requesting a settlement letter to be able to pay them off. I received the letter, the transfer was made I was then told since an instruction to debit my account was already sent the settlement they issued to me does not include the installment for Jan therefore my account will still be debited and this will be my final payment. I understood and all was well. on the 25th of Feb yet another installment was debited from account! I have called numerous times requesting assistance to resolve and have spoke to 2 customer service agents, 2 supervisor (who promised to call me back) Abegail, Thozama, Wadia, Aqeesha?! today its the 28th and no one has called nor contacted me in any way, my money has not be paid back into my account and still I wait. Never again will I trust a good relationship from a creditor that does not value a customer.