THEFT FROM DIRECT AXIS

So...I had a loan with these people. I called for a settlement amount on 01/03/2019 and paid it over immediately. when I realised I made a small error on the ref nr, I called and e-mailed the proof, not once, but twice. After numerous calls and ****y answers from the staff to just basically shut-up and wait, I found out that my payment was traced and just paid into the account. The account was not closed though and to top it all, they kept on putting debit order through which I had to return. And today i am being told that I still have to pay over R4000 to get the account closed, this after I was told that the payment would be back dated and I have to wait another 10 to 14 working days to get this problem resolved. How's that for service.