there is really no worse word to describe my experience. I WANT MY MONEY!!!!

My account has been paid up, but they are still debiting money from my bank. their excuse is that a settlement has not been issued, however a settlement can not be issued because the is a lump sum paid to my account of which there is an amount due to me as a client. I have no idea what kind of an excuse that is. Called on 01/10/2020 waited for 2 hours to get assisted and spoke to Nondumiso who gave me excuses instead of the solution. Then called again on 2/10/2020, spoke to Nadia also gave me excuses and had me on hold for close to an hour.